Head of Customer Success

ABOUT TALON.ONE:

Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform. Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data.

Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

ABOUT US:
Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform.
Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data. Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

ABOUT THE ROLE:

We are looking for a dynamic and strategic Global Head of Customer Success to lead our worldwide team, empowering Talon.One's clients to achieve their marketing goals with our powerful platform. This key leadership role will drive customer value, foster strong partnerships, and champion a world-class customer experience. 

ABOUT THE TEAM:

The Customer Success Team at Talon.One partners with some of the world's largest B2C brands, enabling them to achieve their marketing goals using our powerful loyalty and promotion platform. We focus on delivering seamless, personalized customer experiences that create significant value and ROI. As a high-energy, collaborative, and engaged global team (AMER, EMEA, APAC) with regional leads, we support one another and strive for excellence daily. Reporting to Senior Leadership, you will spearhead this vital function at Talon.One.

ONCE YOU ARE HERE YOU WILL:

• Lead and develop a global Customer Success Management team (AMER, EMEA, APAC), including regional leads, fostering a culture of high performance and engagement


• Define and execute the comprehensive customer success strategy for Talon.One, setting and tracking key performance indicators (e.g., satisfaction, adoption, upsell, churn) and reporting progress to leadership


• Empower your team to act as trusted advisors, effectively demonstrating ROI and building deep, strategic relationships with our customers


• Oversee the entire customer success  lifecycle, from onboarding to renewal, implementing scalable processes and playbooks for a consistent, world-class experience


• Drive client enablement initiatives & adoption playbooks to ensure customers maximize the value of the Talon.One platform and become proficient super-users


• Facilitate clear and effective communication of Talon.One's product value propositions across diverse customer organizations


• Collaborate closely with internal post-sales teams (Technical Account Managers, Solution Architects, Support) and partner with product/engineering to champion customer advocacy


• Promote a culture of thought leadership and continuous learning within the Customer Success team at Talon.One

WHAT WE NEED YOU TO BRING TO THE TABLE:

• 10+ years of success in progressive client-facing roles, including 5+ years leading and scaling high-performing, distributed Customer Success or Account Management teams — ideally in enterprise SaaS or Cloud environments


• A data-driven mindset with the ability to analyze performance metrics, spot key trends, and manage critical KPIs such as customer churn


• Strong technical aptitude and practical experience with SaaS products and APIs, allowing you to deeply understand both customer needs and product capabilities


• Proven ability to collaborate cross-functionally with teams across Marketing, Sales, Product, and Engineering — as well as confidently engage with external stakeholders up to the executive level


• Exceptional communication and presentation skills, adept at tailoring messages for both technical and non-technical audiences, including C-suite executives


• High emotional intelligence, empathy, and positivity — enabling you to build strong relationships and foster a supportive, success-oriented environment


• Comfortable working in fast-paced, dynamic settings, with the adaptability to manage change and uncertainty effectively

• €1,000 annual learning budget, full LinkedIn Learning access, and free German language courses to boost your skills


• 30 days of annual leave, plus extra paid days for your birthday and moving day


• Home office setup budget, a monthly home office allowance


• Freedom to work from abroad for up to 90 days worldwide!


• Mental health support with nilo.health and a discounted Urban Sports Club membership


• 20% company subsidy on your pension contributions


• BVG public transport ticket and welcome your furry friend in our dog-friendly Berlin office!


• Lease your ideal bike through BusinessBike