Global Director of Customer Experience (f/m/d)

Overview

We are looking for a Global Director of Customer Experience to lead our global Customer Success Managers and Technical Support Specialists. This is a true global leadership role, with a team of around 20 people currently located across the US, Europe, India, and Australia. Based in Berlin, you will own the strategy, operating model, and performance of both functions, with the primary objective of

What you'll do

• We are looking for a Global Director of Customer Experience to lead our global Customer Success Managers and Technical Support Specialists.
• This is a true global leadership role, with a team of around 20 people currently located across the US, Europe, India, and Australia.
• Based in Berlin, you will own the strategy, operating model, and performance of both functions, with the primary objective of maximizing Net Revenue Retention (NRR) and, consequently, Gross Revenue Retention and customer retention.
• You will build a scalable, data-driven, and commercially effective organization that enables customers to realize maximum value from Productsup while providing efficient and high-quality support.
• Tasks Own Customer Success & Support Strategy Define and execute the global strategy for Customer Success and Technical Support.
• Establish a scalable customer segmentation and engagement model based on customer value, complexity, risk, and growth potential.
• Define, implement, and continuously improve standard operating procedures across the customer lifecycle.
• Ensure clear ownership and collaboration across the main customer facing teams Customer Success, Technical Support, Sales, Implementation, and Managed Services.
• Continuously optimize the organizational structure to maximize effectiveness with a lean set up.
• Drive Retention & Customer Value Make NRR the primary organizational success metric and establish the operating cadence required to improve it.

Requirements

• Practical experience with IT.
• Relevant academic or project background for a Global Director of Customer Experience (f/m/d) role.
• Strong written and verbal communication in English.
• Comfortable working on-site in Berlin.

Skills