Head of Customer Success (m/f/d) - Hotel Software - Tyrol/Vienna (AT)
--CASABLANCA hotelsoftware GmbH--
For an established, market-leading hotel software company in Austria with locations in Tyrol and Vienna, we are looking for an experienced leader from the software environment who will strategically and operationally develop the young, rapidly growing area of Customer Success, lead a team of 15, and accompany customers from contract signing to successful go-live.
Your areas of responsibility:
- Professional and disciplinary leadership as well as further development of the Customer Success team (currently 15 employees)
- Building scalable structures, processes, and KPIs for a professional Customer Success
- Responsibility for the entire customer journey from contract signing to go-live: onboarding, implementation, configuration, and training of new customers
- Ensuring a smooth introduction of the complex all-in-one software solution (PMS) at the customer
- Further development of the area towards active business consulting
- Close collaboration with sales, customer service, product management, and development
- Conducting and establishing training and enablement formats
Your profile:
- Several years of leadership experience in building and leading a Customer Success, onboarding, or customer experience team in the software environment
- Experience from complex software infrastructures or the SaaS/enterprise software world
- Strong leadership skills and active, appreciative employee management
- KPI and data-driven working methods (numbers, data, facts) as well as high software affinity
- Clear, binding communication – including the ability to set clear "no's"
- High self-dynamics, hands-on mentality, and joy in growth and change
- Industry knowledge from the hospitality sector is an advantage, but not mandatory – what matters is the understanding of professional Customer Success in the software environment
- Very good German and English skills as well as willingness to undergo an intensive onboarding phase at the Tyrolean location
For this position, a collective agreement minimum salary applies. Depending on qualifications and experience, a market-compliant salary with significant overpayment is offered.