Vice President of Customer Success

🌎 Why deskbird?

We’ve achieved what most startups only dream of: true Product–Market Fit. With €10m+ ARR, 1,400+ customers, and a 120% Net Revenue Retention (NRR), our product is winning.

However, our growth has outpaced our infrastructure. Until now, we’ve relied on heroic individual efforts and a lot of “tribal knowledge” to get us here. To scale to the next stage, we now need process, data, and strategy.

We’re looking for a SaaS scale-up veteran to take the reins of our high-performing Customer Success organization. This is not a role for someone who simply manages a team. You will be the architect who transforms a reactive service function into a proactive, data-driven revenue engine.

💥 Your Role

You will inherit a talented, high-energy team and a loyal customer base. Your mandate is to professionalize and scale the operation from €10m to €50m ARR.

• From Art to Science - Move us from “heroics” to repeatable playbooks. You will audit, document, and rebuild our customer journeys across onboarding, renewal, and expansion.
• Build the Hybrid Engine - We serve both SMB and Enterprise customers. You will design a Digital CS (tech-touch) motion for our high-volume segment, alongside a white-glove strategic motion for key accounts.
• Fix the Foundation - Our data is messy. You will own the “source of truth,” partnering closely with Operations and Finance to ensure our CRM and CS tooling accurately reflect reality.
• Elevate the Team - Mentor a young, driven team — including experienced Team Leads — into world-class Customer Success Managers.

🧠 What You Bring

You’ve seen what “great” looks like. You’ve lived through the chaos of the €5m–€50m scale-up journey before and know exactly which levers to pull.

• 7+ years of experience in B2B SaaS Customer Success, with direct exposure to scaling an organization from roughly €10m to €50m ARR.
• You don’t see CS as “support.” You see it as a revenue function. You are comfortable owning NRR, GRR, and expansion targets.
• Proven experience managing both high-volume customer bases (1,000+ customers via automation and tech-touch) and high-touch enterprise relationships. You understand that a €5k customer and a €100k customer require fundamentally different approaches.
• You are a strategic thinker who isn’t afraid to get hands-on — whether that’s cleaning a CSV, mapping workflows in Miro, or designing processes from scratch. You value structure.
• You are a clear, confident communicator in German (Native/C1) and English, equally comfortable engaging with C-level stakeholders and supporting junior CSMs.

✨ What We Offer

• Unlimited PTO: Plenty of time off to recharge.
• Annual company summit: Meet the whole team at our yearly summit in inspiring locations across Europe (check out the video from our last summit).
• Team “Bursts”: Opportunities to collaborate with your team in person.
• Home office support: Financial contribution to set up a comfortable, productive home office.
• Learning & development: Annual budget for coaching, certifications, and conferences.