Head of Customer Success (m/f/d) bei Uxcam in Berlin

Arbeitsbeschreibung - Head of Customer Success (m/f/d)

Why Choose UXCam

UXCam is the leading user experience analytics platform for mobile and web applications. We help Product, UX/CX and Data teams deliver world-class experiences by turning complex behavioral data into actionable insights. Our customers range from high-growth startups to enterprise brands across EMEA & LATAM. We’re scaling rapidly—and looking for a customer-obsessed, revenue-driven leader to take our Customer Success function to the next level.

About The Role

We are seeking a strategic, hands-on Head of Customer Success to lead and scale our global CS organization. This is a revenue-responsible role where you’ll own expansion, retention, and customer lifetime value. You’ll coach a high-performing team, deepen strategic relationships with our customers, and bring analytical rigor to all parts of the post-sale journey. You’ll also manage a portfolio of your own customers.

You will work closely with Sales, Product, Marketing, and Operations to build a frictionless customer experience that drives outcomes and business impact.

What You’ll Be Doing

Own Net Revenue Retention (NRR): Drive growth across our customer base through renewals, upsell, cross-sell, and advocacy.
Lead & Scale the Team: Manage and mentor a high-impact Customer Success team across regions. Leading by example with customers and championing a performance-led, coaching culture.
Strengthen Relationships: Build executive relationships with customers through bringing analytics value of UXCam, becoming a strategic partner to product, UX/CX and data leaders.
Operationalize Success: Build and refine playbooks, health scoring models, and scaled programs to support each customer segment. You’ll map and optimize onboarding, adoption, engagement, and renewal touchpoints.
Voice of the Customer: Collaborate with internal teams to channel feedback into the GTM strategy & product roadmap. Represent CS in cross-functional planning.

Use Data to Win: Monitor leading indicators, forecast renewals, identify risk/opportunity early, and continuously improve CS performance using data.

What You’ll Need to Succeed at this role

5+ years of leadership experience in Customer Success or a related post-sales function, ideally in a B2B SaaS / product analytics or developer tools company.
Proven track record of owning revenue outcomes (NRR, churn, expansion) in a CS context for Mid Market & Enterprise customers.
Deep experience in relationship management, coaching high-performing teams, and working with senior stakeholders (C-Level, Director & Head of).
Strong commercial mindset—you understand how CS impacts growth, and how to align value delivery with monetization.
Analytical thinker—comfortable with metrics, forecasting, health scoring models, and segmentation strategies.
Process builder—experience scaling CS functions across customer segments and geographies.
Excellent communicator with strong storytelling and stakeholder influence. English fluency is a must (and ideally with an additional European language)
Tools: HubSpot, Planhat, Intercom, LinkedIn and comfort with dashboards (e.g., Looker).

What we'll offer you

A company where your impact truly matters
Competitive salary and growth opportunities
Flexible working hours
Knowledge sharing Opportunity
Learning and Development Opportunities

Diversity and Inclusion
UXCam is committed to creating an inclusive and diverse workplace. We encourage applicants of all backgrounds and experiences to apply, especially individuals who may be underrepresented in our industry.

About us

At UXCam, we provide product analytics without the complexity. Our mission is to empower companies with the visibility to surface user frustrations and make every second spent on their app or web products meaningful. Trusted by global brands, we provide actionable insights through session replay, heatmaps, and advanced analytics to deliver exceptional app experiences. As a growing and dynamic company, we value collaboration, innovation, and customer-centricity.

Are you ready to do the best work of your career? At UXCam, you'll work alongside self-driven, creative, and entrepreneurial-minded individuals. We're looking for people who feel empowered by flat hierarchies and want to make an impact at our hyper-growth stage startup.

We're proud to work with global brands like Delivery Hero, Rappi, Costa Coffee, and Virgin Mobile to deliver the best mobile app experiences. By leading with the unshakable belief that caring for customers leads to better businesses, we're backed by Silicon Valley investors and 500 Startups.

At UXCam, diversity is our strength. We're committed to creating an inclusive environment and looking for team members from diverse professional and cultural backgrounds. If you're ready for your next big career challenge, we want to hear from you.

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Über das Unternehmen

Uxcam

At UXCam , we provide product analytics without the complexity. Our mission is to empower companies with the visibility to surface user frustrations and make every second spent on their app or web products meaningful. Trusted by global brands, we provide actionable insights through session replay,...