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About the Role
As the Head of Customer Success, you will report directly to our CRO and be fully responsible for building and leading our Customer Success organization. We are seeking an experienced leader with a proven track record in building and scaling Customer Success teams within a SaaS environment, possessing an entrepreneurial mindset and a 'can-do' attitude. You will strategically manage customer retention, development, and expansion, directly contributing to our revenue goals. Additionally, you will grow our Customer Success team, establish robust processes, and lay the foundation for a strong, scalable CS organization.
Responsibilities
- Build, scale, and develop the Customer Success team through targeted recruitment, onboarding, and coaching.
- Establish a clear team structure with defined roles, responsibilities, and development paths.
- Develop a data-driven Customer Health Score and customer segmentation for team decision-making.
- Create and implement playbooks and CS tools (e.g., HubSpot, Startdeliver) to scale processes.
- Manage team performance and provide continuous coaching based on clear KPIs.
- Act as a liaison between Product and Support to integrate customer feedback into product development.
- Oversee a systematic onboarding program to ensure rapid software implementation and effective utilization.
- Manage contract renewals and expirations, including regular Quarterly Business Reviews (QBRs) with strategic clients, and personally engage with enterprise accounts.
- Implement proactive churn prevention strategies based on risk signals and health scores, involving direct customer contact for at-risk clients during the team's early stages to secure renewals.
- Take responsibility for NPS and other customer satisfaction metrics as team performance indicators.
- Identify cross-selling and upselling opportunities across the customer portfolio by analyzing usage and customer needs, leading discussions with a value-based selling approach.
- Collaborate closely with the Sales team on joint account plans for expansion and achieve the CS organization's expansion and Net Revenue Retention targets.
- Develop a referral and case study program leveraging satisfied customers as advocates.
Requirements
- Several years of experience in a leadership role within Customer Success at a SaaS company, including proven experience in building, scaling, and managing a CS team (recruiting, coaching, performance management).
- Demonstrable success in managing customer renewals, churn prevention, Net Revenue Retention (NRR), and revenue growth through expansion.
- High level of technical understanding to quickly assess customer issues and effectively involve Product and General Counsels.
- Experience working with legal departments or in LegalTech is advantageous.
- Strong analytical skills to identify customer needs and usage patterns, with experience in developing data-driven metrics like health scores.
- Excellent communication skills, particularly in preparing and conducting Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
- Proficiency with HubSpot and experience using AI tools for automating and scaling CS processes; familiarity with other CS platforms (e.g., Intercom, Startdeliver) is a plus.
- Fluent written and spoken German and English.
- Passion for building a customer-centric culture throughout the company.
Skills
- Customer Success
- SaaS
- Team Leadership
- Team Building
- Scaling Teams
- Coaching
- Performance Management
- Customer Retention
- Churn Prevention
- Net Revenue Retention (NRR)
- Revenue Growth
- Upselling
- Cross-selling
- Value-Based Selling
- Onboarding
- Quarterly Business Reviews (QBRs)
- Executive Business Reviews (EBRs)
- Customer Health Score
- Customer Segmentation
- Playbooks
- HubSpot
- Startdeliver
- AI Tools
- Analytical Skills
- Communication Skills
- Technical Understanding
- LegalTech
Location
- Leipzig
- Berlin
- Zürich
Work Type
- Flexible Working
- Full-time
Experience Level
- Senior Leadership
- Multiple years of experience in a leadership role within Customer Success at a SaaS company
Benefits
- Opportunity to shape a growing industry (LegalTech)
- Flexible working arrangements
- Full-time position in an agile company with growth opportunities
- 5 weeks of vacation
- Option for an additional 2 weeks of unpaid leave
- Young, talented, motivated, and humorous team with flat hierarchies
- Centrally located, modern office in Leipzig
- Regular team activities (hiking, aperitifs, restaurant visits) in Zurich, Leipzig, and Berlin
About the Company
- Legartis is a LegalTech company revolutionizing contract review with its AI-powered SaaS product.
- We foster a collaborative culture of experimentation, trust, and transparency.
- Our mission is to eliminate repetitive tasks in everyday legal work.
- We are a growing and ambitious team.
- Founded in 2017, we have received awards such as the Swiss Fintech Awards, been recognized as a Top100 startup in Switzerland, and named by Forbes as one of the best AI startups in the DACH region.
Equal Opportunity
- Mutual respect and transparency are core values at Legartis, emphasized throughout the hiring process.