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Customer Success Leader, Southern Europe & DACH

Harvey· Customer Success
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Hybrid (Munich)Full-timePosted 1mo ago

About the role

Enterprise Customer Success Leader responsible for strategic vision, scalable processes, and playbooks to improve renewal and expansion, while developing talent and driving end-to-end excellent customer experience.

Responsibilities

  • Lead a dynamic customer success team towards exceptional performance, promoting a culture of accountability, execution, growth, and relentless improvement.
  • Develop and implement strategic improvements to drive scalable strategies and playbooks, ensuring a systematic approach to all stages of the customer journey, including: implementation, adoption, value realization, retention, and expansion.
  • Inspire and mentor the team to become strategic partners through influencing and advising decision makers and fostering customer advocacy.
  • Deepen client engagements through strategic interactions, serving as an advisor and advocate for key stakeholders, driving advocacy, organic growth, and referrals.
  • Introduce processes and early warning systems to reduce churn, mitigate risk, and ensure multi-threaded engagement within customer accounts.
  • Collaborate with leaders across GTM, Product, and Engineering to deliver the voice-of-customer and drive a customer-centric culture.
  • Develop a feedback flywheel to turn customer insights into product enhancements and service optimizations.

Qualifications

  • Proven leadership of high-performing CS teams within late-stage or post-IPO Enterprise SaaS organizations, with emphasis on Strategic/Large Enterprise/Top-tier accounts with multi-million dollar spend.
  • Strategic acumen in designing and executing customer success strategies that foster adoption, reduce churn, and promote expansion.
  • Empathy and influence with a track record in team development through hiring, coaching, and talent nurturing.
  • Outcome-oriented mindset with ability to own strategic initiatives, KPI reporting, and navigate complex customer scenarios.
  • Superior communication skills capable of engaging and influencing at all organizational levels internally and externally.
  • Agility to thrive in a rapidly expanding, dynamic setting and adapt to evolving requirements.
  • Innovation mindset with a passion for technology and solving complex challenges.

Skills

Required:LeadershipStrategic PlanningChurn ReductionStakeholder Management
Last updated Sep 2, 2026. Interested? Apply on the company site.
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