Head of Customer Success (f/m/d)

At remberg, you’ll help to keep the world running.

Everything that gets produced relies on a maintenance team behind the scenes that keeps the machines, equipment and infrastructure running. We are helping these teams by simplifying their work with modern, agentic maintenance software. At remberg, we are serving clients like Remondis, Würth, Edeka, Rotkäppchen and 300+ more.

Supported by the visionary founders of category-defining businesses such as Celonis, Dash0, UiPath, Personio and Forto, as well as leading investors like Earlybird, Speedinvest, Oxx, Acton, and Fly Ventures, remberg is positioned to be the European category leader for modern, agentic maintenance software.

WHAT THIS ROLE OFFERS

As a Head of Customer Success at remberg, you will lead and grow our Customer Success team of five (four Customer Success Managers, one Customer Support manager), owning activation and retention across our customer base. You will own several customer streams:

• Prio 1: High-touch coverage for our Enterprise customers

• Prio 2: Low-touch, PLG-first model - using automation and AI where they create leverage

This position is office-based (min. 3 out 5 days) in Munich and reports to our CPO.

THE IMPACT YOU'LL HAVE

• Team leadership & development: Lead, coach, and develop the Customer Success team with full disciplinary and functional responsibility - set ambitious targets, run weekly portfolio reviews, and build a culture of ownership and impact.

• Activation & time-to-value: Own how fast and how successfully customers reach value - design and continuously improve onboarding, in-product guidance, and templated configurations across Enterprise and Mid-Market segments.

• Retention & customer health: Own net revenue retention - build early-warning systems, run save-plays, drive renewals, and feed churn root causes back into Product and GTM.

• NRR & expansion (with Sales): Drive vertical expansion within existing accounts - surface, qualify, and progress upsell and cross-sell opportunities in tight alignment with Sales.

• Automation & AI at scale: Continuously upgrade the CS stack - manage and expand AI-assisted outreach, ticket resolution, call summarization, and automated health scoring to scale impact efficiently.

• Cross-functional partnership: Partner closely with our Sales team on opportunities within existing customers, with the Product team on user feedback, with our Growth team on PLG/S and with Marketing on content and customer advocacy.

• Insights & reporting: Track team performance and customer health through clear KPIs, forecast renewals, and translate signals into actions.

HOW YOU'LL GROW WITH US

• Customer success leadership: 3+ years' experience leading a CS or post-sales team in B2B SaaS, with strong coaching skills and a passion for people development. Comfortable owning team performance and driving results under pressure.

• Industrial world exposure: You have spent meaningful time in or close to the industrial sector (manufacturing, plant operations, facilities, or a comparable environment). You are energized by being on-site with enterprise customers, travel willingly, and build trust face-to-face on the shop floor (if needed). Direct exposure to maintenance, asset management, or service operations is a strong plus.

• Executive stakeholder management: Comfortable engaging C-Level stakeholders on the customer side - running QBRs, escalation and de-escalation conversations, and steering executive relationships. A consulting background is a plus.

• Retention & activation excellence: Strong understanding of activation milestones, health scoring, churn prevention, and renewal motion. You know modern CS frameworks and tools and bring opinions on what works.

• Product-led & low-touch mindset: You think first about leverage — automation, in-product flows, and self-serve content — and reserve human touch for where it changes the outcome.

• Analytical & data-driven: You think in KPIs, make data-based decisions, and continuously optimize. You can build a dashboard, read it, and act on it.

• AI-native operator: Hands-on with AI tooling for customer-facing and internal workflows; you actively look for places where automation and AI can replace repetitive work and create new possibilities.

• Solution engineering exposure: Experience working alongside or owning solution engineering with technical expertise for integration projects for Enterprise customers is a plus.

• Language: Fluent in German and proficient in English.

EVERYTHING YOU NEED TO THRIVE

• Competitive compensation package : Enjoy a salary, benefits, and equity*, with annual reviews.

• State-of-the-art tools and equipment for a modern and efficient setup.

• Health and wellness benefits : Access to Nilo Health, JobRad*, and your choice between a GUUD card or Wellpass / Urban Sports Club for sports and fitness.

• Prime office location & culture : Our office is in the heart of Munich, near the main train station, making it easily accessible for commuters and travelers. Our office is always lively, with 3 days/week in the office.

• Work-from-anywhere flexibility : You can work remotely for up to 3 months per year.

• Attractive Compensation & Benefits : In addition to a competitive salary, you'll enjoy different company benefits and 30 vacation days*.

• Continuous learning : Get a €1,500 development budget plus 1 day of educational leave per year.*

• Volunteering day : 1 paid day per year to give back to a cause you care about.

*Some perks apply to permanent full-time employees only.

ABOUT US

remberg is a fast-growing start-up based in Munich. Founded in 2018 as a spin-off from TU Munich & CDTM, we leverage AI to take the service, operation, and maintenance of all kinds of industrial assets – such as machinery and equipment – to an entirely new level. To date, we’ve raised €28 million in funding from investors like Earlybird, Speedinvest, Fly Ventures, and angel investors, including the founders of Personio and Celonis. Our 100+ customers, including Kärcher, OSRAM, Liqui Moly, Edding, and Knuspr, manage over 1 million different types of assets with our solution – making the digital transformation of the industry a reality.