Head of Customer Success (Remote from Germany)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Head of Customer Success in Germany.This strategic leadership role is designed for an experienced customer success professional ready to shape and elevate the global customer experience function. You will lead a high-performing team, develop scalable strategies, and ensure operational excellence across the entire customer journey. The position requires collaboration across sales, marketing, and technical teams to drive satisfaction, loyalty, and measurable growth. You will own key processes including onboarding, post-sales support, and logistics while continuously identifying opportunities to streamline workflows and improve client outcomes. The environment is fast-paced, remote-first, and requires proactive problem-solving and strong analytical capabilities. This role directly impacts customer retention, revenue growth, and brand reputation worldwide.

Accountabilities:

Lead and mentor the customer success team, including support, aftersales, and service coordination

Define and implement scalable customer success strategies and processes to support business growth

Establish, monitor, and report on KPIs and team goals aligned with organizational objectives

Enable consultative sales through effective client communication across multiple channels

Manage client onboarding, equipment setup, and coordination with technical service partners

Oversee shipping, returns, and damage management, ensuring fast and clear resolutions

Identify process improvement opportunities, implement workflow optimizations, and support automation initiatives

Collaborate cross-functionally to enhance operational efficiency and overall customer satisfaction

Requirements:

Minimum 5 years of experience in client-facing operations or customer success, with at least 2 years in a leadership role

Proven experience in e-commerce operations; familiarity with Shopify and QuickBooks preferred

Strong analytical and problem-solving skills with high attention to detail

Excellent written and verbal communication skills

Ability to lead, motivate, and develop a high-performing team

Knowledge of professional coffee equipment or the specialty coffee industry is a plus

Experience coordinating across sales, marketing, and operational teams in a remote or distributed environment

Benefits:

Fully remote, globally distributed team with flexible work environment

Leadership opportunity in a high-impact, fast-growing brand

Collaborative and passionate culture driven by innovation and excellence

Exposure to global e-commerce operations and cross-functional projects

Opportunity to make a direct impact on customer satisfaction, retention, and operational success

Why Apply Through Jobgether?We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.We appreciate your interest and wish you the best! Why Apply Through Jobgether? 
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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