Head of Customer Success

Location: International, Anywhere; 100% Remote

As our Head of Customer Success, you will have end-to-end responsibility of the team and processes to onboard, serve and expand our clients. You will work on eye level with top management to drive the commercial success of TradeLink and ensure that we live our value of #user and #customerobsession every day! You will be part of our

Value Squad

.

YOUR RESPONSIBILITIES:

• Lead and develop

  our customer success and account management teams.

• Deliver a

  great customer experience

in the combination of platform plus team interactions to our clients.

• Being in charge of

  retention and expansion

and are hence the ultimate owner of all commercial discussions with our existing customer base.

• Build a transparent, reliable and scalable

  customer success organization

.

• Build a two sided team for our clients and for onboarding all their

  partners

.

• Design the next evolution of our team set-up with specialized roles in o

  nboarding, customer success and support

.

• You are the internal advocate for all our customers and as such

  collaborate closely with Product and Marketing

on: development of our user communication and feature activation, development of our value messaging as well as packaging and pricing, enabling our R&D team to build the best possible client experience via high quality user insights documentation and being internal client advocacy.

WHAT YOU NEED TO SUCCEED:

• Front row experience in building a successful and fast growing

  customer delivery organization

.

• Team leadership

  experience: you know how to identify, hire and coach a high performing team.

• A track record in the

  B2B SaaS industry

.

• Proficiency in designing and implementing

  customer success processes and operations

.

• Familiarity with

  customer success tools

.

• Strong grasp of

  unit economics, key funnel KPIs

, and their relationship to customer success.

• Bonus points for a solid understanding of

  logistics, supply chain management, or operation

s.

• Excellent communication skills in both

  German and Englis

h.

WHAT’S IN IT FOR YOU:

• Being part of an

  exceptionally fast-growing product-led venture

that’s up to something big. We are building a new type of company, a

SaaS-enabled B2B network

• A job and a team full of passion

  . Working alongside enthusiastic people motivates us and gives us gratitude

• You will have lots of autonomy, flexible working hours, and a remote-first setup (optional offices in Munich and Berlin), which connects our team members across Europe

• An

  extremely steep learning curve

– we support your continuous development through individual learning opportunities, a diverse and international team of experts as well as experienced founders

• With

  regular team events

, we encourage our teams to connect within and outside of work for a great spirit

• A phenomenalcompany culture, both remote and in our optional offices

If you aren’t completely confident that you meet our criteria, we recommend just taking the chance and applying anyway! Curiosity, passion for digital disruption, eagerness to learn, a collaborative spirit, and a growth mindset are most important to us.

‍TradeLink strongly believes in the power of diversity and is highly committed to providing a respectful, safe, and welcoming environment for everyone who works here or with us. In order to eliminate unconscious biases in the recruiting process, you can remove the photo from your application.

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