Head of Customer Success & Implementation (f/m/x)

We’re looking for a leader to scale our post-sales operations. As a core member of the Workist leadership team, we are looking for a strategic, data-driven, and people-centric Head of Customer Success and Implementation. You will inherit a high-performing team of 10-12 across Customer Success Management, Solution Engineering, and Support. Your mandate is twofold: optimize how we deploy and support our AI Agents in complex manufacturing and wholesale environments, and actively develop our people. You will take ultimate ownership of our retention metrics while building the career paths and performance frameworks necessary to keep our top talent engaged and growing.

• Company Leadership & Strategy: Serve as an active member of the Workist leadership team, contributing to company-wide strategic planning, goal-setting, and cross-departmental alignment.
  
  

• People Management & Career Pathing: Build and maintain clear career progression frameworks for the CSM, SE, and Support tracks. Conduct regular 1:1s, manage performance reviews, and ensure every team member has a tailored development plan.
  
  

• Process Optimization & AI Onboarding:Map, analyze, and improve our implementation and support processes to reduce Time-to-Value (TTV) and ensure fast ticket resolution, in cooperation with Senior Team members. Ensure a frictionless technical handover as we integrate Workist's AI agents into the established workflows of traditional B2B companies.
  
  

• Change Management & Adoption:Develop strategies for the CSM team to drive user adoption and manage digital transformation resistance, ensuring wholesale and manufacturing clients fully leverage our AI in cooperation with our senior Team members.
  
  

• KPI Ownership: Take ultimate accountability for primary post-sales metrics, specifically Net Revenue Retention (NRR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
  
  

• Cross-Departmental Collaboration: Foster strong, continuous alignment with Product, Sales, and Engineering. Ensure that customer feedback, support trends, and real-world AI use cases seamlessly inform our broader company strategy and product roadmap.

• Experience: 5+ years of leadership experience in Customer Success, Professional Services, Support, or Implementation within a B2B SaaS or scale-up environment, preferably with experience operating at the leadership level.
  
  

• Language Skills: Fluent German is a must, alongside professional proficiency in English, to effectively partner with our customer base and lead the internal team.
  
  

• People Leadership: A passionate people manager with a demonstrated history of implementing career progression frameworks, and guiding both junior and senior talent across different disciplines.
  
  

• Industry & Tech Acumen: Experience working with SaaS, SalesTech, AI products, ERP Systems, or selling into traditional industries (manufacturing, wholesale, supply chain) is highly preferred.
  
  

• Track Record: Proven experience in scaling end-to-end post-sales operations and driving measurable improvements in NRR and CSAT/NPS.
  
  

• Technical Collaboration: Experience managing or working closely with technical and support roles to oversee complex software integrations and ensure high-quality ongoing customer support.

• Worki Tower & Lounge: Access our hip office in Berlin Mitte – even during later hours, our coffee, drinks, and lounge are fully at your disposal.

• Flexible Hours: Your morning is yours! Run errands, hit the gym, or enjoy the city while it’s still quiet.

• State-of-the-Art Equipment: We’ll provide you with the perfect setup, whether you're working from the office or remotely.

• Workation: Want to support your US clients from their own time zone for a change? Take advantage of our 4-week annual workation policy.

• Development: An annual budget for your professional growth and the unique opportunity to help build the US market at Workist from the ground up.

• Tax-Free Benefits: Choose between a €50.00 voucher or an Urban Sports Club Business M membership.

• Stay Mobile: Choose between a Deutschlandticket Job or a JobRad (bike leasing) subsidy to stay mobile across Berlin and throughout Germany.

• Giving Back: To support your passion projects or volunteer work, we provide you with 3 additional "Social Days" per year.