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Head of Customer Success m/f/d

Permanent employee, Full-time · München
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Über die Position
The world is rapidly electrifying. New vehicles and energy systems are heavily relying on batteries and require the right solutions to succeed. TWAICE is leading the market of battery analytics solutions with cutting edge and industry-leading technology.   
Customer Success at TWAICE aspires to help our customers to accelerate their transition to E-Mobility & green energy, leveraging the power of the TWAICE Battery Analytics Solutions. To this end, TWAICE invests in a dedicated Customer Success team that is ultimately responsible for the complete post-sales lifecycle of our customers. The Customer Success team is committed to empowering customers, gaining maximum value from our products, and ensuring contract renewals and growth. Join one of the fastest growing professions, in one of the fastest growing industries, at TWAICE. 
   
We are looking for a Lead Customer Success (m/f/d) that helps us lead and grow the CS organization. This exciting role requires both business and technical acumen as well as excellent leadership, interpersonal and organizational skills.  


Location- Munich or remote anywhere in Europe  
 

Dein Daily Business
  • You’re leading, coaching and inspiring the TWAICE Customer Success Team for Mobility/Automotive Customers  
  • You work closely with many other teams at TWAICE (Sales, Solution Engineering, Engineering, P  roduct Management) and see yourself as an advocate for the Customer Success Team and 
    our customers 
  • You collaborate with the whole Customer Success Team to develop industry leading processes and best practices for delivering success to customers  
  • You develop deep product expertise with the TWAICE Battery Analytics Solutions and apply it to help solve our customers’ most challenging problems  
  • You understand customer goals and challenges to deliver value with our Battery Analytics Solutions  
  • You support the escalation process for customer technical issues with internal stakeholders  

 
Dein Profil
  • 2+ years of experience in managing and developing Customer Success Teams in a SaaS environment 
  • 6+ years of experience in a customer facing role in a SaaS company, preferably supporting customers from the Mobility/Automotive Vertical as e.g. Technical Sales Manager, Customer Success Manager, Technical Project Manager or in a similar role  
  • Deep understanding of the Mobility/Automotive industry, including value drivers and the eco system  
  • Proven can-do-attitude in customer relationships and specific projects 
  • Strong empathy for customers and a passion for revenue and growth; strong understanding of value drivers in recurring revenue business models   
  • Act as a trusted advisor to drive business value for customers  
  • Analytically minded, innately curious and with a proven ability to execute in a customer-focused environment and nurture and advocate for customers across a cross-functional organization  
  • Thoughtful communicator with clear and concise verbal and written skills in English, German and/or other European languages a definitive plus  
  • Strong organizational skills, with the ability to manage and prioritize multiple projects at a time and drive them to successful completion  
  • Enthusiastic, proactive, positive-minded, customer focused, and service-oriented mentality with a passion for exceptional user experience  
  • Thrive in a fast-paced, technology-driven environment  

Benefits
Our compensation package is built on three parts: In addition to a competitive salary, you will participate directly in the success of TWAICE and receive virtual company shares (VSOP). In addition, we want to ensure that you can continuously develop personally and professionally and that you feel comfortable with us, and therefore we offer you a wide range of other benefits:

  • A training budget 2000€/year and further training possibilities within the company
  • Free access to a tool of your choice: Skillshare or Coursera
  • Book circle (Order a book via TWAICE - we pay for it, you read it)
  • Free breakfast, free lunch, free snacks, drinks and coffee
  • Subsidized access to gyms via a Gympass membership - not only for you, but also for your family and friends
  • We subsidize the company pension scheme with 100%
  • Flexible working hours and flexible home office within Germany: You decide when and where you work. We provide you with state-of-the-art IT hardware. Working from abroad is also possible for up to 90 days a year
  • 30 vacation days
  • A high degree of personal responsibility, creative freedom and opportunities
  • A strong team culture with regular team events and off-sites (Summer and Christmas party, at least one big off-site, Oktoberfest event, regular team and sports events)
  • Borrow our e-Golf for private purposes and free EV-charging at our company
  • Multicultural team and a relocation budget of 800€ for international relocations to Germany
Jetzt bewerben
Über uns
Unsere Vision ist eine grüne Zukunft für alle. Als führender Anbieter von Batterie-Analytiksoftware für Unternehmen des Mobilitäts- und Energiesektor erhöht TWAICE die Lebenszeit, Effizienz und Nachhaltigkeit von Batterien. TWAICE beschleunigt so den Wandel zu emissionsfreier Mobilität und erneuerbaren Energien.

Als Start-up arbeiten wir dynamisch und agil. Unsere Leidenschaft für Innovation und Fortschritt treibt uns an.
About the role
The world is rapidly electrifying. New vehicles and energy systems are heavily relying on batteries and require the right solutions to succeed. TWAICE is leading the market of battery analytics solutions with cutting edge and industry-leading technology.   
Customer Success at TWAICE aspires to help our customers to accelerate their transition to E-Mobility & green energy, leveraging the power of the TWAICE Battery Analytics Solutions. To this end, TWAICE invests in a dedicated Customer Success team that is ultimately responsible for the complete post-sales lifecycle of our customers. The Customer Success team is committed to empowering customers, gaining maximum value from our products, and ensuring contract renewals and growth. Join one of the fastest growing professions, in one of the fastest growing industries, at TWAICE. 
   
We are looking for a Lead Customer Success (m/f/d) that helps us lead and grow the CS organization. This exciting role requires both business and technical acumen as well as excellent leadership, interpersonal and organizational skills.  
Your daily business will involve
  • You’re leading, coaching and inspiring the TWAICE Customer Success Team for Mobility/Automotive Customers  
  • You work closely with many other teams at TWAICE (Sales, Solution Engineering, Engineering, P  roduct Management) and see yourself as an advocate for the Customer Success Team and 
    our customers 
  • You collaborate with the whole Customer Success Team to develop industry leading processes and best practices for delivering success to customers  
  • You develop deep product expertise with the TWAICE Battery Analytics Solutions and apply it to help solve our customers’ most challenging problems  
  • You understand customer goals and challenges to deliver value with our Battery Analytics Solutions  
  • You support the escalation process for customer technical issues with internal stakeholders  
Your profile
  • 2+ years of experience in managing and developing Customer Success Teams in a SaaS environment 
  • 6+ years of experience in a customer facing role in a SaaS company, preferably supporting customers from the Mobility/Automotive Vertical as e.g. Technical Sales Manager, Customer Success Manager, Technical Project Manager or in a similar role  
  • Deep understanding of the Mobility/Automotive industry, including value drivers and the eco system  
  • Proven can-do-attitude in customer relationships and specific projects 
  • Strong empathy for customers and a passion for revenue and growth; strong understanding of value drivers in recurring revenue business models   
  • Act as a trusted advisor to drive business value for customers  
  • Analytically minded, innately curious and with a proven ability to execute in a customer-focused environment and nurture and advocate for customers across a cross-functional organization  
  • Thoughtful communicator with clear and concise verbal and written skills in English, German and/or other European languages a definitive plus  
  • Strong organizational skills, with the ability to manage and prioritize multiple projects at a time and drive them to successful completion  
  • Enthusiastic, proactive, positive-minded, customer focused, and service-oriented mentality with a passion for exceptional user experience  
  • Thrive in a fast-paced, technology-driven environment  
Benefits
Our compensation package is built on three parts: In addition to a competitive salary, you will participate directly in the success of TWAICE and receive virtual company shares (VSOP). In addition, we want to ensure that you can continuously develop personally and professionally and that you feel comfortable with us, and therefore we offer you a wide range of other benefits:

  • A training budget 2000€/year and further training possibilities within the company
  • Free access to a tool of your choice: Skillshare or Coursera
  • Book circle (Order a book via TWAICE - we pay for it, you read it)
  • Free breakfast, free lunch, free snacks, drinks and coffee
  • Subsidized access to gyms via a Gympass membership - not only for you, but also for your family and friends
  • We subsidize the company pension scheme with 100%
  • Flexible working hours and flexible home office within Germany: You decide when and where you work. We provide you with state-of-the-art IT hardware. Working from abroad is also possible for up to 90 days a year
  • 30 vacation days
  • A high degree of personal responsibility, creative freedom and opportunities
  • A strong team culture with regular team events and off-sites (Summer and Christmas party, at least one big off-site, Oktoberfest event, regular team and sports events)
  • Borrow our e-Golf for private purposes and free EV-charging at our company
  • Multicultural team and a relocation budget of 800€ for international relocations to Germany
Apply for this position
About us
The world is transitioning towards renewable energy generation and sustainable transportation to counteract global climate change. Batteries are both the key and the achilles heel of this transition. Our mission is to enable efficient development and long lifetime of stationary energy storage systems and electric vehicles with our Predictive Battery Analytic Software based on Digital Twins. Join us on our way to an emission free future. We are a fast growing venture capital financed start-up of ​about 100 employees – Become part of the family!
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We appreciate your interest in TWAICE Technologies GmbH. Please fill in the following short form. Should you have any difficulties in uploading your files, please contact us by mail at career@twaice.com.

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