Your Mission
Lead and inspire the Customer Success team by driving strategy, shaping processes, selecting and optimizing the right tools, and delivering impactful training and development. You will own headcount planning and be fully committed to supporting each team member's personal and professional growth.
Expected outcomes in 3-6 months:
1. Improve Customer Onboarding & Activation to reduce Time to Go-Live (TTGL) by building a strong onboarding program
2. Drive Engagement & Adoption Processes to increase customer value adoption (Time to First Value, TTFV) by creating and executing account strategies, roadmaps, and driving user trainings for new product features
Expected outcomes in 12-18 months:
1. Secure Renewals & Retention by avoiding downsells and churn, maintaining gross revenue retention
2. Support Revenue Growth by creating qualified upsell & cross-sell opportunities and handing them over to Sales for closing, aiming for 2x ARR growth
3. Improve foundational processes and prepare the Post-Sales Customer Journey and GTM motion for scale
We offer you the opportunity to
* Join an authentic, supportive, and inspiring culture in an Industrial B2B SaaS start-up committed to our values
* Work within a flat hierarchy with direct collaboration with Product, Sales, BizDev, and reporting directly to the Founder & CCO
* Support our US Business with Customer Success initiatives in close alignment with our US revenue leader
* Strengthen the SPARETECH Network through events like the yearly SPARETECH Summit and cross-customer collaboration
* Be a trusted advisor to customers, guiding them through internal barriers and championing their success
* Set performance metrics, analyze customer data, and mentor others to improve Customer Success strategies and outcomes
* Operate in a dynamic environment with a hands-on mentality and creativity to execute daily challenges
Become a part of our team if you
* Have 10+ years of experience in Customer Success
* Possess substantial experience in org design, Customer Success coverage models, and customer segmentation at early-stage companies (post-Series A, €10m-€40m ARR)
* Know how to reduce time-to-value, drive expansion, and operate at high net retention with low churn in B2B SaaS Enterprise segment
* Are highly self-directed and operationally focused, able to lead by example and own multiple responsibilities
* Have experience in the manufacturing industry, working inside factory environments
* Can build trust with key decision-makers, willing to travel 2-4 times per month
* Recognize customer concerns early and proactively address objections with solutions
* Are skilled in building collaborative relationships through events and networking
* Mentor teams on emotional intelligence, empathetic conversations, and building credibility
* Fluent in German and English; residency in Germany required
Nice to haves:
* Knowledge of the industrial MRO industry
* Master's degree in engineering or related fields
* Consulting background
* Located in Munich or Stuttgart
You can expect
* A flexible remote work policy, with options to work from home, Stuttgart or Munich offices, or any Design Office in Germany
* A permanent contract, 30 days vacation, and participation in the company's success through our VSOP program
* Modern hardware and height-adjustable desks
* An annual professional development budget of €1000
* In Germany: subsidized job bike and Wellpass gym membership
* A startup atmosphere with an international team valuing new ideas and collaboration
* Access to Corporate Benefits, including discounts on various services and products
About SPARETECH
SPARETECH's vision is to empower the zero-waste industrial sharing economy by enabling factory operators like BOSCH, PORSCHE, and AIRBUS to receive parts when needed, instead of storing spare parts in inventories. We are building a data-driven platform connecting factory operators and suppliers worldwide, aggregating product data for search and enrichment. Having closed a €10 million Series A led by Insight Partners, we foster an inclusive, collaborative culture with a highly rated team on Kununu. We believe in equal opportunities for all, regardless of background, beliefs, gender, or orientation.
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