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Head of Customer Success (f/m/x) in the field of AI & Satellite Data



Software Engineering, Customer Service, Sales & Business Development, Data Science
Berlin, Germany
Posted on Thursday, December 21, 2023
Build the Market Leader in Satellite Analytics with us at LiveEO

At LiveEO, we combine Space Technology with AI to solve problems here on Earth. Our satellite-based monitoring solutions help Infrastructure operators and industrial companies to make their operations more ecological, safer, and more efficient.

LiveEO is applying the latest developments in artificial intelligence to analyse satellite data and is bringing the insights of earth observation data to customers in the enterprise sector. LiveEO’s ambitious goal is to monitor 1 billion assets across the globe with its unique SaaS solution until 2030. Our team is as global as the satellite data we process and the customers we serve. Together, we are building something big.

The Head of Customer Success is a pivotal leadership role within our organization, focusing on maximizing the success of our customers. This role demands a unique blend of strategic thinking, leadership abilities, and customer-centric focus. The primary responsibility is to build and manage a dynamic team dedicated to ensuring an outstanding customer experience, from onboarding to ongoing support and relationship management.
Your challenge
1. Team Leadership and Development:
  • Build, train, and lead a high-performing customer success team.
  • Conduct performance evaluations and provide ongoing coaching and mentorship.
2. Customer Onboarding:
  • Develop and optimize onboarding processes to ensure smooth customer integration.
  • Collaborate with sales and product teams to understand customer needs and tailor onboarding experiences accordingly.
3. Customer Support and Relationship Management:
  • Oversee the customer support structure, ensuring prompt and effective resolution of issues.
  • Implement strategies to maintain and enhance customer relationships.
4. Strategic Initiatives:
  • Align the customer success strategies with company goals and revenue objectives.
  • Analyze customer data to identify trends and insights for business growth.
5. Cross-Functional Collaboration:
  • Work closely with other departments (Sales, Marketing, Product Development) to ensure a cohesive customer journey.
  • Advocate for customer needs and feedback across the organization.

Your profile
  • Bachelor’s degree in Business, Marketing, or related field; Master’s degree preferred.
  • Proven experience in customer success, account management, or a related field in the SaaS industry.
  • Strong leadership skills with experience in team building and management.
  • Excellent communication and interpersonal skills.
  • Deep understanding of customer success metrics and data-driven decision-making.
  • Ability to work collaboratively across teams and with all levels of management.
Your Benefits
  • The opportunity to create a product that can improve business processes and lives across the globe;
  • Flexible working hours and hybrid work model - we trust our employees to get their work done while maintaining a healthy work-life balance;
  • We empower employees to drive their own career development, take initiative and have the freedom to be creative and bold;
  • Not an overtime culture - we take care that overtime is done only as a necessity and always offset with time off and rest;
  • Variety of team building opportunities - from jogging groups, team sports, bouldering and picnics;
  • A collaborative and learning environment - frequent internal workshops, knowledge sharing sessions, journal clubs and hackathons;
  • Office located in the centre of Berlin Kreuzberg with free fruit, nuts and drinks;
  • Potential to participate in the employee stock option program;
  • Urban Sports membership and BVG subsidy, corporate pension program;
  • A diverse and vibrant international environment of 30+ different nationalities.
About us
LiveEO is a well funded startup founded in 2018 and based in Berlin. Our primary service is modelling risk to our customers’ assets and infrastructure from vegetation, ground deformation and change detection. We currently have around 100 employees from all over the world with a variety of backgrounds