Chief Customer Officer – Germany – Technology Lifecycle Management Software & Services

Incredible opportunity to lead both the customer organisation and professional services for a well established, successful and analyst leading software and services company.

This newly created role will have huge visibility within the company and hold a position on the leadership team reporting directly to the CEO.

The role will take leadership of the current Customer Operations business and hold responsibility for 100M Euros in revenue and develop Customer and PS Operations to create a best-in-class post sales and PS machine. The PS function implements the software that the company develops for mid market and large enterprise clients that in include major global corporations.

As a member of the executive team, the CCO will play a vital role in shaping strategy and ensuring world class customer experience throughout the entire customer lifecycle at a time of rapid growth and business transformation.

The CCO will hold the following key responsibilities working in close contact with other members of the C suite including CEO, CRO, CMO and the Private Equity Operating Partners. The role reports directly to the CEO.

The functional responsibilities of the Chief Customer Officer will be:

1. Professional Services
2. Customer Services, including Knowledge & Training Services
3. Customer Success Team
4. Renewals

Strategic Leadership & Customer Focus

• Develop and execute a comprehensive Customer Experience Strategy to maximize retention, expansion, and long-term success.
• Ensure a customer-centric approach across all departments, delivering sustainable value.
• Foster a data-driven culture to continuously improve processes, products, and services.

Leadership & Organizational Development

• Lead and scale the global Customer Operations machine with an entrepreneurial spirit, covering Customer Service, Renewals, and Customer
• Build a scalable, efficient customer service model with global
• Promote a high-performance culture driven by innovation, customer satisfaction, and operational excellence.
• Defining the best cooperation models across all customer functions including reshaping team structures and overall responsibilities for teams and roles as required to drive best practice and growth.

Customer Retention & Business Development

• Own key Customer Satisfaction Metrics such as (CSAT), Net Promoter Score (NPS), and Churn Reduction
• Work closely with Sales, Product, and Marketing to optimize the Customer Journey and drive expansion opportunities.
• Enhance Customer Success Management to proactively support customers and maximize SaaS adoption.

Commercial Responsibilities

Revenue Growth:

• Lead customer experience teams in identifying upselling, cross-selling, and expansion opportunities to drive overall revenue growth.

Account Management & Renewals

• Oversee the strategic management of high-value accounts, ensuring long- term partnerships and driving contract renewals and expansions to maximize revenue.

Customer Retention & Churn Reduction:

• Develop and implement strategies to reduce churn, enhance customer satisfaction, and maximize customer lifetime value (LTV) through proactive engagement and support.

Pricing Strategy & Negotiation:

• Collaborate with Sales and Finance teams to develop competitive pricing models, lead price increase initiatives if required and manage pricing negotiations to ensure profitability and alignment with customer needs.

Operational Excellence & Scalability 

• Optimize and automate processes in Customer Service, Renewals and Customer Success to improve efficiency and scalability.
• Implement Key Performance Indicators (KPIs) to measure success and drive continuous improvement.
• Ensure a seamless onboarding and implementation process, reducing time- to-value for customers.

Technical & Professional Expertise

• 10+ years of experience in senior customer-facing leadership roles within Customer Experience, Customer Success, Professional Services & Support in a B2B SaaS company
• At least 5+ years of experience in roles that involve direct revenue generation, such as services sales, account management, or customer success, with proven success in driving upsell, cross-sell, and renewal strategies.
• Proven track record in developing and executing pricing strategies, including price increases and contract negotiations.
• Proven track record in building, scaling, and managing global customer organizations with a focus on high retention and satisfaction.
• Extensive experience in managing large, complex SaaS/Software customers
• Demonstrated success in driving customer retention and satisfaction at scale, with measurable results in reducing churn and increasing customer lifetime value (CLTV).
• Previous experience working in a Technology business where high value professional Services has been a major component of the value proposition
• Experience in process optimization and automation, leveraging modern technologies (e.g., AI-powered support, customer health scoring, self- service platforms).
• Deep understanding of subscription-/SaaS / PS business models, customer retention, expansion, and revenue growth.
• Experience in Technology Service Management would be useful although not mandatory. More critical to have lead Customer Operations in similar size clients where the customer base is in the region of 5,000-30,000
• Experience of working for a PE backed SaaS / Services company with an understanding of the demands and expectations of working in PE is highly desirable
• Experience of supporting Post M&A integration of acquired SaaS companies and the integration into the acquiring company is highly desirable

• Int/Entrepreneurship: Leadership and management of Customer function as a profit organization
• Deep understanding of customer success strategies and best practices in SaaS and PS
• Strategic Thinking: Ability to align long-term customer strategies with business objectives.
• Proven experience in driving revenue growth through customer retention, upselling, and cross-selling strategies.
• Demonstrated success in leading pricing negotiations, price increases, contract renewals, and identifying new business opportunities within existing customer accounts.
• Exceptional Communication Skills: Ability to clearly and persuasively communicate complex topics – both internally and externally with customers and partners and the leadership team.
• Strong Leadership & Team Building: Experience in managing and growing globally distributed teams, fostering engagement and motivation.
• Analytical & Data-Driven Decision-Making: Ability to use data insights to understand customer needs and drive actions.
• Change Management & Scaling Expertise: Proven success in building and scaling customer organizations in fast-growing companies.
• Strong communication and presentation skills, with the ability to engage and influence both internal and external stakeholders.