Head of Customer Success (f/m/d)

Join the AI of Manufacturing

PartSpace is a fast-growing, innovative tech company with a clear mission: with artificial intelligence and real engineering data, PartSpace is redefining the future of technical procurement. Our cloud-based platform makes the procurement of components in industry more intelligent – acting like an engineer. 
We have big ambitions: that’s why we’re looking for driven talents who don’t just think along, but actively help shape the future. With us, you’ll take on responsibility from day one and join a team that combines technology with attitudes.

You won’t just have room to contribute and influence decisions — you’ll become part of an ambitious team that works passionately every day to further develop our AI platform and sustainably transform industrial procurement. That is our commitment. To further drive our growth, we are looking for you as Head of Customer Success (m/f/d). 

Ready to help make industry more efficient? Then we’re excited to meet you!

Your mission

• Take full ownership of the Customer Success function, including strategy, objectives, and priorities
• Build and continuously develop scalable onboarding, implementation, and customer support processes (playbooks, standards)
• Lead, coach, and further grow a scaling Implementation and Customer Success team
• Ensure a seamless customer lifecycle—from onboarding and go-live to adoption, renewals, and expansion
• Manage customer projects, including prioritization, resource planning, and capacity management
• Own escalation management for critical customer cases and ensure sustainable resolutions
• Define, track, and report relevant KPIs (e.g. adoption, CSAT/NPS, churn/retention, time-to-value) and actively drive improvements
• Work closely with Sales, Product, and Engineering to maximize customer success and product quality
• Act as the voice of the customer internally and systematically feed customer insights into product and service improvements
• Identify upsell and cross-sell opportunities and implement account strategies jointly with Sales
• Build, standardize, and continuously optimize scalable processes, standards, and playbooks

Your profile

• You have a completed degree in Mechanical Engineering, Industrial Engineering, Business Engineering, Business Informatics, or a comparable qualification
• You bring several years of experience in Customer Success, Account Management, or Consulting in a B2B industrial or SaaS environment
• You think strategically and globally, have proven experience in building and scaling teams, and further develop Customer Success on an international level
• You are familiar with cost engineering tools, component cost calculations / should-costing and/or PLM/PDM systems, with the ability to confidently position these topics in customer contexts
• Ideally, you have experience with ERP systems and possess knowledge of SAP MM (procurement) or comparable modules
• You have experience in leading software implementation projects, including project management, customer coordination, handling escalations, and responsibility for time-to-value
• You have a strong understanding of implementation and onboarding processes with excellent project management skills
• You act with a strong customer focus and manage relationships confidently up to the management or C-level
• You work in a data- and KPI-driven manner and can translate insights into concrete actions
• You work in a structured, pragmatic, and self-driven working style in a dynamic environment
• You have excellent communication skills in German and English, both written and spoken, with strong presentation abilities

What we offer

• Attractive compensation package with multiple components, including company pension scheme and training budget
• Discounts through Corporate Benefits – e.g., Business Bike, corporate fitness programs, BahnCard, and numerous partner offers
• Flexible working hours & remote work options – including the possibility of workations
• A growing company with drive and openness, where you have real creative freedom and the opportunity to take responsibility
• Open corporate culture with flat hierarchies – short decision-making paths, direct communication, and a respectful first-name (“you”) culture at all levels
• Strong team spirit fostered through regular team events, offsites, and shared activities outside the office
• Modern workplace with good transport connections, high-quality equipment, and free beverages and snacks