Role: Head of Customer Success
Location: Remote-first or Hybrid (Berlin HQ)
Annapurna is proud to be partnering with a rapidly growing B2B SaaS startup operating in the AI and supply chain optimisation space for the retail industry.
This role is ideal for a hands on Customer Success leader who thrives in high-growth environments and is ready to build and scale a customer success function across multiple European markets.
Key Details
* Employment Type: Permanent
* Experience: 5+ years in Customer Success, including leading a team in a fast-growing startup
* Region: Germany, Austria, Switzerland, France, Belgium (frequent travel required)
* Start Date: ASAP
* Languages: Native-level German and fluent English (French a bonus)
* Reports To: CEO
Responsibilities
* Lead and scale the Customer Success organisation across Europe
* Own the onboarding of complex B2B clients with multiple technical and stakeholder touchpoints
* Support enterprise retailers with successful adoption of a SaaS-based AI platform
* Drive client retention and account expansion, with direct responsibility for upsell and renewal metrics
* Act as the voice of the customer internally, influencing product and commercial strategies
* Develop scalable playbooks, tools, and processes for the CS function
* Hire and develop a high-performance Customer Success team
* Maintain close collaboration with Sales, Product, and Tech teams
* Regularly present success metrics and insights to both internal leadership and client stakeholders
Your Profile
* Proven experience leading Customer Success in an early-stage (Series A or earlier) B2B SaaS company
* Demonstrated success managing complex, enterprise-level onboarding projects
* Comfortable carrying a quota related to upsell, retention, or churn
* Strategic thinker with strong project management skills and a high level of numerical literacy
* Able to communicate and build trust with stakeholders from operational to C-suite level
* Hands-on leadership style – willing to contribute directly when needed
* High flexibility and willingness to travel frequently within the DACH and Benelux regions
* Driving license required
Why Join?
* Join a high-growth company making a real impact in the retail industry
* Remote-friendly culture with optional access to a Berlin office
* Meaningful equity package and fast-track career progression
* Multicultural team environment across Europe
* Contribute to cutting-edge AI applications solving real-world retail challenges