Head of Customer Success

Permanent employee, Full-time · Berlin

Your mission

We’re hiring a Head of Customer Success to build and lead our post-sale organization for the B2B Enterprise segment. You’ll design the Customer Success function from scratch — covering Customer Success Management, Implementation, Support, and Key Account Management — and take full ownership of renewals, expansions, and Net Revenue Retention (NRR).

This is a hands-on builder role: you design the process, team, you run it, and you’re accountable for the number.

What You’ll Do

Own NRR, GRR, renewals, and expansion revenue for our enterprise customer base.
Design and scale the Customer Success organization — structure, roles, processes, and KPIs.
Build the customer journey: onboarding, adoption, value realization, renewal, and expansion.
Partner with Sales on account transitions and growth plans while owning the commercial relationship post-sale.
Hire, coach, and lead a high-performing team focused on enterprise outcomes and revenue impact.
Represent the voice of the customer across Product, Engineering, and Leadership.

Your profile

What You Bring

8–12+ years in Customer Success or post-sale leadership, including direct revenue ownership (renewals + expansions).
Proven experience building or scaling a CS organization in a B2B enterprise SaaS environment.
Deep understanding of complex, multi-stakeholder enterprise accounts and long sales/renewal cycles.
Strong commercial instincts — data-driven, forecast-accurate, and outcome-oriented.
Skilled communicator who builds credibility with executives and customers alike.
Fluent in English; German or exposure to Asian Business culture are a plus.
Willingness to travel to customers and regional teams as needed.

What Success Looks Like

NRR consistently >110% and renewals are predictable.
Enterprise customers see measurable value and expand over time.
Customer Success becomes a revenue engine, not a support function.

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About us

Founded in 2022, Holocene came out of a simple but frustrating pattern: enterprise systems were either too rigid to adapt or too light to scale. Planners, buyers, and supply chain leads were stuck between workarounds and chaos — with no platform designed to handle the way real decisions happen.

We believed there had to be a better way: one that could connect strategy to execution, planning to action, and people to outcomes — without ripping out what teams already use.

Today, Holocene helps businesses around the world reduce friction, fix misalignment, and make smarter supply chain decisions with less effort. Our product evolves with the market — because it was designed to.

We’re here to make complex problems easier to manage, not more complicated to understand. That’s our philosophy. That’s the product.

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We are looking forward to hearing from you!

Thank you for your interest in Holocene GmbH. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to recruitment@holocene.eu