At a Glance
- Tasks: Lead a team to ensure customers succeed and realise value from Planday.
- Company: Join a dynamic B2B SaaS company focused on customer success.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and customer advocacy.
- Why this job: Make a real impact by helping customers thrive with innovative solutions.
- Qualifications: 5+ years in Customer Success or Account Management, strong leadership skills.
The predicted salary is between 70000 - 90000 € per year.
Requirements
- 5+ years of experience in Customer Success, Account Management, or other customer facing roles within a B2B SaaS environment
- Experience leading or mentoring teams and developing high performing individuals
- Strong understanding of the SaaS customer lifecycle including onboarding, adoption, renewal, and expansion
- Experience working with complex customers and navigating multi stakeholder environments
- Strong commercial awareness and the ability to connect product capabilities with meaningful customer outcomes
- Ability to operate at both strategic and execution levels by setting direction while also engaging in the details when needed
- Strong communication and stakeholder management skills
- A pragmatic and low ego leadership style that values clarity, trust, and accountability
- Curiosity and a genuine interest in understanding how customers operate and how technology can improve their businesses
- Comfort working in fast moving environments where priorities evolve and collaboration across teams is essential
- Experience leveraging a modern CS tech stack to automate customer health tracking, manage task workflows, and provide clear visibility into the customer lifecycle
- A collaborative mindset to partner with Marketing on customer advocacy initiatives, such as developing case studies, testimonials, and referral programs that highlight Planday’s impact
What the job involves
- As a Customer Success Leader, you will lead a team of Customer Success Managers responsible for helping customers realise meaningful value from Planday.
- This role exists to ensure our customers succeed at scale. You will guide your team to build strong customer partnerships, drive product adoption, and create the conditions for long-term retention and growth.
- You will combine people leadership with strategic customer ownership, helping your team operate with clarity, discipline, and strong commercial instincts.
- By building strong account strategies, coaching your team through complex customer situations, and partnering closely with Sales, Product, and Customer Experience teams, you will help ensure Planday becomes a trusted partner in our customers’ success.
- Your work will strengthen how we manage the post-sale customer lifecycle, turning customer success into a predictable and scalable driver of retention, advocacy, and growth.
- Lead and develop a high performing team of Customer Success Managers who build strong, trusted partnerships with customers and consistently deliver meaningful business outcomes.
- Own the post sale customer lifecycle and ensure Customer Success operates as a predictable driver of retention, expansion, and long term customer value.
- Create clarity and direction for the team by setting high standards for account strategy, customer engagement, and ownership of results.
- Drive retention and expansion by helping customers clearly understand, adopt, and realise the full impact of Planday in how they operate and grow their businesses.
- Support your team in building strong relationships with senior stakeholders and engage directly with strategic customers when needed to strengthen partnerships and unlock new opportunities.
- Use data and customer insight to identify opportunities, risks, and patterns across the customer base, helping the team act early and operate with greater predictability.
- Build discipline around forecasting, customer health visibility, and success planning so retention and growth become measurable and scalable outcomes.
- Partner closely with Sales, Product, and Revenue Operations to strengthen how we serve customers and continuously improve the systems, processes, and operating model that support Customer Success.
- Continuously evolve how Customer Success operates by turning insights from customers and the team into stronger playbooks, clearer operating rhythms, and better execution.
- Lead through example by bringing curiosity, ownership, and a genuine commitment to helping customers succeed.
Success looks like:
- Strong retention and expansion performance across the team’s customer portfolio.
- Customers who clearly understand the value they receive from Planday and how to increase that value over time.
- A Customer Success team that operates with clear account strategies and disciplined execution.
- Early identification and effective management of customer risk.
- Executive stakeholders who view Planday as a trusted partner.
- Customer insight that meaningfully informs product decisions and commercial strategy.
- A team culture built on ownership, collaboration, and continuous improvement.
Head of Customer Success employer: Deepstreamtech
Planday is an exceptional employer that prioritises employee growth and collaboration, making it an ideal place for those passionate about customer success in the B2B SaaS sector. With a strong focus on developing high-performing teams, Planday fosters a culture of trust, accountability, and continuous improvement, ensuring that employees are equipped to drive meaningful outcomes for customers. Located in a dynamic environment, the company offers unique opportunities for professional development and the chance to make a significant impact on customer relationships and business growth.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with potential employers on social media. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We should be ready to discuss how our experience aligns with their needs, especially in Customer Success. Tailor your answers to show how you can drive retention and expansion for them.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your responses. We want to ensure we communicate our leadership style and strategic thinking clearly, so they see us as the right fit for leading their Customer Success team.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping us top of mind. We can also use this opportunity to reiterate our enthusiasm for the role and how we can contribute to their success.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your 5+ years in Customer Success or Account Management. We want to see how you've led teams and tackled complex customer situations, so don’t hold back on those examples!
Connect the Dots:When you write about your experience, link it back to the SaaS customer lifecycle. Show us how you've driven onboarding, adoption, and renewal. This will help us see how you can make a real impact at Planday.
Be Authentic:We value clarity and trust, so let your personality shine through! Share your leadership style and how you foster collaboration. A genuine approach will resonate with us and show that you're a great fit for our team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Deepstreamtech
✨Know Your SaaS Inside Out
Make sure you have a solid understanding of the SaaS customer lifecycle. Be ready to discuss how you've successfully navigated onboarding, adoption, renewal, and expansion in your previous roles. This will show that you can connect product capabilities with meaningful customer outcomes.
✨Showcase Your Leadership Style
Prepare examples that highlight your pragmatic and low-ego leadership style. Discuss how you've mentored teams and developed high-performing individuals. This will demonstrate your ability to lead while fostering a culture of clarity, trust, and accountability.
✨Engage with Real Scenarios
Be ready to talk about complex customer situations you've managed. Share specific instances where you built strong partnerships or navigated multi-stakeholder environments. This will illustrate your strategic thinking and execution skills.
✨Data-Driven Decision Making
Familiarise yourself with how to leverage data for customer health tracking and success planning. Bring examples of how you've used insights to identify opportunities and risks, and how this has led to measurable outcomes in retention and growth.
