Head of Customer Success (f/m/d)

Head of Customer Success (f/m/d) LocationMunich OfficeEmployment TypeFull timeDepartmentCustomer SuccessAt remberg, you’ll help to keep the world running.Everything that gets produced relies on a maintenance team behind the scenes that keeps the machines, equipment and infrastructure running. We are helping these teams by simplifying their work with modern, agentic maintenance software. At remberg, we are serving clients like L'Oréal, Remondis, Würth, Edeka, Rotkäppchen and 300+ more.Supported by the visionary founders of category-defining businesses such as Celonis, Dash0, UiPath, Personio and Forto, as well as leading investors like Earlybird, Speedinvest, Oxx, Acton, and Fly Ventures, remberg is positioned to be the European category leader for modern, agentic maintenance software.WHAT THIS ROLE OFFERSAs a Head of Customer Success at remberg, you will lead and grow our Customer Success team of five (four Customer Success Managers, one Customer Support manager), owning activation and retention across our customer base. You will own several customer streams:Prio 1: High-touch coverage for our Enterprise customersPrio 2: Low-touch, PLG-first model - using automation and AI where they create leverageThis position is office-based (min. 3 out 5 days) in Munich and reports to our CPO.THE IMPACT YOU'LL HAVETeam leadership & development: Lead, coach, and develop the Customer Success team with full disciplinary and functional responsibility - set ambitious targets, run weekly portfolio reviews, and build a culture of ownership and impact.Activation & time-to-value: Own how fast and how successfully customers reach value - design and continuously improve onboarding, in-product guidance, and templated configurations across Enterprise and Mid-Market segments.Retention & customer health: Own net revenue retention - build early-warning systems, run save-plays, drive renewals, and feed churn root causes back into Product and GTM.NRR & expansion (with Sales): Drive vertical expansion within existing accounts - surface, qualify, and progress upsell and cross-sell opportunities in tight alignment with Sales.Automation & AI at scale: Continuously upgrade the CS stack - manage and expand AI-assisted outreach, ticket resolution, call summarization, and automated health scoring to scale impact efficiently.Cross-functional partnership: Partner closely with our Sales team on opportunities within existing customers, with the Product team on user feedback, with our Growth team on PLG/S and with Marketing on content and customer advocacy.Insights & reporting: Track team performance and customer health through clear KPIs, forecast renewals, and translate signals into actions.HOW YOU'LL GROW WITH USCustomer success leadership: 3+ years' experience leading a CS or post-sales team in B2B SaaS, with strong coaching skills and a passion for people development. Comfortable owning team performance and driving results under pressure.Industrial world exposure: You have spent meaningful time in or close to the industrial sector (manufacturing, plant operations, facilities, or a comparable environment). You are energized by being on-site with enterprise customers, travel willingly, and build trust face-to-face on the shop floor (if needed). Direct exposure to maintenance, asset management, or service operations is a strong plus.Executive stakeholder management: Comfortable engaging C-Level stakeholders on the customer side - running QBRs, escalation and de-escalation conversations, and steering executive relationships. A consulting background is a plus.Retention & activation excellence: Strong understanding of activation milestones, health scoring, churn prevention, and renewal motion. You know modern CS frameworks and tools and bring opinions on what works.Product-led & low-touch mindset: You think first about leverage — automation, in-product flows, and self-serve content — and reserve human touch for where it changes the outcome.Analytical & data-driven: You...