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Director of Customer Success



Customer Service, Sales & Business Development
Munich, Germany · Berlin, Germany
Posted on Wednesday, March 20, 2024
Your tasks

nnamu, a pioneering B2B SaaS startup, is redefining negotiation and strategy through its proprietary, AI software. At the heart of our mission lies the principle of "AI over Headcount," a testament to our commitment to leveraging technology to streamline operations and enhance customer engagement. As we continue to grow, we are seeking a seasoned Director of Customer Success to lead the development and execution of our customer success strategy. This role is pivotal in driving revenue growth through a value-based business model, emphasizing the importance of customer onboarding, adoption, and user training without deviating from our standardized product offering.

  • Customer Success Foundation: Establish and continuously improve the customer success function to ensure effective customer onboarding, adoption, and training processes.

  • People Management: Lead and expand the customer success team, fostering a culture of excellence, accountability, and continuous improvement.

  • Process Development: Design and implement scalable processes and best practices to maximize efficiency and effectiveness within the customer success domain.

  • Customer Onboarding and Adoption: Develop strategies and frameworks for seamless customer onboarding and adoption, ensuring customers derive maximum value from our product.

  • User Training: Oversee the creation and delivery of comprehensive training programs to enhance user proficiency and engagement with our AI software.

  • Automation of Customer Success: In alignment with nnamu's principle of "AI over Headcount," drive the automation of customer success processes to enhance efficiency and customer satisfaction.

  • Revenue Growth: Directly contribute to the company's revenue growth by nurturing and expanding customer relationships through strategic engagement and value realization.

  • Standardization Advocacy: Uphold and communicate the importance of our standardized product offering, demonstrating resilience and assertiveness in negotiations with customers seeking customization.

  • Enterprise Client Management: Maintain high-level interactions with large enterprise clients, ensuring professional and effective communication that aligns with our strategic objectives.

Your profile
  • Proven experience in a senior customer success role within a B2B SaaS environment, preferably with exposure to AI or technology-driven products.

  • Strong leadership and people management skills, with a track record of building and mentoring high-performing teams.

  • Excellent strategic thinking and problem-solving abilities, with the capacity to design and implement complex customer success strategies.

  • Deep understanding of customer success metrics and KPIs, with experience leveraging these insights to drive decision-making and process improvement.

  • Exceptional communication and negotiation skills, capable of engaging with and influencing senior-level stakeholders within large enterprise clients.

  • Demonstrated resilience and grit, particularly in maintaining product standardization in the face of customization requests from clients.

  • Familiarity with automation tools and technologies, with a passion for leveraging AI to enhance customer success outcomes.

Why us?

At nnamu, we offer a comprehensive benefits package and the option to participate in the company's performance. We also offer generous paid time off and flexible work arrangements to ensure a healthy work-life balance. In addition, we provide opportunities for professional development, including training and certification programs, to help our employees grow and advance in their careers. As a startup company, we are committed to fostering a collaborative and innovative work environment that encourages creativity and contribution from all team members.

At our company, we value diversity and inclusivity and believe that a diverse team brings different perspectives and ideas to the table. We are an equal opportunity employer and welcome applicants from all backgrounds.

Our benefits programme for this role include 30 days of paid vacation, modern flexible working rules as well as the opportunity to equity in nnamu.

About us

At nnamu, we are at the forefront of redefining the landscape of strategic advice and negotiations for businesses worldwide. Our mission is rooted in the belief that the complex world of negotiations can be navigated more efficiently and effectively. By integrating the advanced methodologies of AI and game theory, nnamu introduces a groundbreaking approach to strategic decision-making. Our proprietary AI agents offer unparalleled insights and strategies, empowering businesses to unlock potential savings and value on a scale previously unimagined—targeting over 600 billion Euros annually.

The Challenge We Address

Despite the proven potential of game theory to enhance negotiation outcomes significantly—potentially unlocking an incremental USD 1 Trillion of value—its application in business negotiations remains largely untapped and unscalable. This gap presents a vast opportunity but also a challenge that many companies have yet to overcome. nnamu stands at the cusp of this challenge, ready to harness the untapped potential of game theory in negotiations and make it accessible and scalable for businesses everywhere.

Our Unique Solution

nnamu is setting a new standard in the domain of strategic advice and negotiations. Our unique value proposition lies in the sophisticated amalgamation of game theory and cutting-edge artificial intelligence. By applying machine learning techniques to our proprietary database—encompassing two decades of unparalleled data—we unveil incremental value in strategic decision-making and negotiations for our clients. Our product, a proprietary Artificial Intelligence platform, provides bespoke strategy advice and negotiation insights as a Software as a Service (SaaS), initially targeting procurement domains within companies.