Director of Customer Success - US
Markt Pilot
Sales & Business Development, Customer Service
Chicago, IL, USA
Posted 6+ months ago
Be bold, think big and grow with us!
We are one of the fastest growing B2B scale-ups, with offices in Stuttgart, Chicago and Stockholm, delivering real value for the engineering industry. With our software, we are setting a new standard in the spare parts business, enabling comprehensive market transparency for the first time. To achieve this, we challenge the status quo every day and support our employees in actively shaping their careers and pushing their own boundaries. Become part of a team that can't be stopped, that overcomes challenges together and celebrates success together.
Are you ready? 🚀
What we expect you to own and run with:
- Lead, mentor, and scale a team of Customer Success Managers, providing coaching, performance management, and career development opportunities.
- Establish team goals, KPIs, and accountability frameworks to drive consistent performance across the organization
- Recruit, onboard, and develop top Customer Success talent to support company growth
- Foster a culture of customer-centricity, collaboration, and continuous improvement
- Oversee the management of our most strategic accounts across North America, ensuring exceptional customer outcomes and relationship depth
- Directly engage with VP- and C-level executives at key accounts, leading quarterly business reviews and strategic planning sessions
- Develop and execute customer success strategies that drive product adoption, retention, and expansion across the portfolio
- Own and drive Net Revenue Retention targets across the Customer Success organization
- Identify and execute opportunities for upselling and cross-selling by aligning our platform to evolving customer needs
- Proactively identify churn risks, develop mitigation strategies, and ensure high customer retention rates
- Partner with Sales leadership to optimize the customer lifecycle from onboarding through expansion
- Define and implement Customer Success processes, playbooks, and best practices across the team
- Establish metrics and reporting frameworks to track team performance and customer health
- Partner closely with Product, Sales, and Engineering teams to ensure customer feedback drives product roadmap decisions
- Lead cross-functional initiatives to improve customer experience and drive business outcomes
- Develop deep expertise in the OEM, machinery, and manufacturing industry to drive strategic customer conversations
- Represent the company at industry events and customer conferences
- Stay current on market trends and competitive landscape to inform customer success strategies
Team Leadership & Development:
Strategic Customer Management
Revenue Growth & Retention
Organizational Strategy & Operations
Market & Industry Expertise
Which boxes you need to check:
- 5-8+ years of experience in Customer Success, Account Management, or customer-facing roles in B2B SaaS environments
- 3+ years of experience managing and scaling Customer Success teams of 5+ people
- Proven track record of developing high-performing teams and driving individual contributor success
- Demonstrated success managing strategic accounts with executive-level stakeholders and complex decision-making processes
- Strong understanding of SaaS customer lifecycle and experience driving Net Revenue Retention of 110%+
- Experience leading quarterly business reviews and strategic planning sessions with C-level executives
- Familiarity with the OEM, machinery, or manufacturing industry strongly preferred
- Experience with CRM systems like HubSpot or Salesforce and Customer Success platforms
- Exceptional communication, presentation, and stakeholder management skills
- Strategic thinking with ability to balance long-term vision with short-term execution
- Consultative, analytical, and highly organized approach with focus on business impact
- Experience working in fast-paced, high-growth environments
- Comfortable with ambiguity and building processes from the ground up
- Willingness to travel 2-3 times per month across North America for customer visits and team meetings
Why MARKT-PILOT:
- Inspiring Team Culture: Enjoy regular team events, modern downtown Chicago offices, and a dynamic work environment that fosters innovation and collaboration.
- Flexible Working Hours: Enjoy the freedom to design your workday with flexible hours and a hybrid work option, allowing you to balance time between home and our vibrant downtown Chicago office.
- Generous Paid Time Off: Recharge with 25 paid vacation days each year to relax, explore, or focus on personal growth.
- Sick Leave: We care about your health and well-being. In alignment with Chicago’s Paid Sick Leave Ordinance, you will receive 5 day of sick time per year to be used
- Transit Benefits: Simplify your commute with our Transit Benefits Program, which provides subsidies for public transportation.
- Divvy Annual Subscription: Love a green commute? Enjoy a free Divvy bike share subscription, making it easy and eco-friendly to get around.
- Comprehensive Benefits Package: We offer premium medical plans, including dental, vision, and life insurance, so you can focus on what matters most.
- Financial Support: Benefit from a 5% 401(k) match and an annual Learning and Development budget to support your professional growth.
- Supportive Parental Leave: Take advantage of 3 months of paid parental leave to be there for your loved ones when they need it the most.