Strategic Customer Experience & Success Programs Manager

„Design and continuously improve strategic programs across onboarding, adoption, QBRs, renewals, executive escalations“

„Develop customer segmentation strategies and codify the engagement models and playbooks CSMs should use across different customer tiers.“

„Build and maintain our customer health scoring model in partnership with RevOps and Data“

„Track program performance across metrics such as adoption, NRR, churn, CSAT, and NPS“

„Lead cross-functional initiatives such as voice-of-customer programs, customer advisory boards, and product feedback loops.“

„Lead change management for new Customer Success tools, programs, and processes“

„🚀 Customer Success program experience: You have 5+ years of experience in Customer Success, Revenue Operations, Strategy & Operations, or a related function, including at least 2 years focused on building programs or processes rather than directly managing accounts“

„🧭 Cross-functional project leadership: You have strong project management skills and experience leading initiatives involving stakeholders across teams such as Sales, Product, Marketing, and RevOps“

„You're comfortable using customer and revenue data to define metrics, identify patterns, and measure program impact“

„retain, grow, and delight our most strategic enterprise customers“

„Since our founding in 2019, we've grown into a diverse team of over 260 - working across Europe and the US, connected by a shared builder spirit and with our centre of gravity in Berlin“

„fast-growing, product-led SaaS environment“

„our most strategic enterprise customers“

„Design and continuously improve strategic programs across onboarding, adoption, QBRs, renewals, executive escalations, and other critical moments in the customer journey“