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About the Role

As the future Head of Customer Success, your primary task is to transform Customer Success from a cost center into a revenue driver for Flatpay, managing all associated responsibilities. Customer Success is central to the German operations and interfaces with all other Flatpay departments. This role encompasses classic customer success, KYC, Tech Ops, and Sales Support, ensuring merchants are activated, technically supported, and retained.

Responsibilities

Build Customer Success as a revenue driver, developing the commercial operating model from scratch.
Define processes, scripts, incentives, and goals to enable the team to generate revenue from service interactions without compromising service quality.
Oversee the entire post-sale process from onboarding to ongoing support, reducing activation time and funnel drop-off rates.
Identify root causes of churn (people, process, product, or data issues) before they impact key metrics.
Build a robust team lead level and clear escalation paths, designing spans of control, shift planning, goal systems, and incentives for scalable service quality and revenue responsibility.
Collaborate closely with Tech Ops, KYC, Sales Support, Product, and the Portfolio/Retention team to translate frontline signals into improvements.
Manage onboarding and QA standards, ticket/case management, escalation processes, and reporting on activation, response times, customer satisfaction, and revenue generated by Customer Success.
Foster a service-oriented and commercially minded culture, emphasizing accountability, solution-driven approaches, and active performance management by team leads.

Requirements

Several years of experience leading a Customer Success, Support, or Customer Service team with clear operational responsibility.
Proven experience in commercially developing a service or support function (upsell, cross-sell, expansion revenue from existing customer interactions).
Experience leading managers or team leads, not just individual contributors.
Demonstrated experience in scaling a service or success team, including processes, structure, and goal systems/incentives.
Strong analytical understanding: activation/funnel metrics, churn drivers, revenue levers, capacity planning, data-driven decisions.
Experience in a high-volume customer environment (e.g., Fintech, Payments, SaaS, Telecommunications).
Strong communication skills and experience interacting with senior stakeholders.
Fluent German language skills; good English skills are a plus.

Skills

Customer Success
Revenue Generation
Team Leadership
Process Development
Performance Management
Analytical Skills
Stakeholder Management
Commercial Acumen

Location

Germany

Work Type

Full-time

Experience Level

Management
Leadership

Salary/Compensations

Competitive salary plus uncapped variable compensation based on additionally generated revenue.

Benefits

Clear development opportunities, e.g., to team or area management.
Urban Sports Club membership.
Four lunch vouchers per week.
Contribution to company pension plan.
Up to 28 vacation days, depending on tenure.
Regular team events, offsites, and celebrations.

About the Company

Flatpay helps merchants process card payments easily, transparently, and reliably with modern card readers, innovative technology, and excellent support.
Relatively new to the German market, experiencing enormous growth.
Offers the chance to actively shape processes and develop personally and professionally.
Opportunity to be part of something extraordinary and shape the future of millions of European merchants.