Head of Customer Success

Turn Customer Success into our next growth engine

Customers today expect more than fast service.

They expect guidance, solutions, and a partner who actively helps them succeed.
At BACHMANN, we are bringing Customer Service, Customer Success, AI and intelligent Automation closer together. Not as an end in itself, but to increase customer loyalty, create sustainable growth opportunities and build scalable processes for the future.

This is not about managing customer interactions. It is about creating commercial impact. Your mission is to turn customer relationships into long-term business value, identify growth opportunities across the customer lifecycle and position Customer Success as a key driver of sustainable revenue growth.

That's why this role exists.
You won't inherit an organization that simply needs managing.

Most importantly, you will help build something sustainable that can scale.
This role is for someone who is motivated by winning, driven by results and excited about creating a growth engine that will define the future of our customer organization.

What you can achieve

Imagine this:
A customer reaches out with a service request. At the same time, your team is identifying opportunities for additional solutions, assessing churn risks and finding areas where automation can improve efficiency.

This is where your role begins.
As Head of Customer Success, you will build an organization that not only supports customers but actively contributes to BACHMANN's growth.

You will unite Customer Service, Customer Success and Automation into one global organization with a shared objective:
Stronger customer relationships, sustainable growth and measurable business results.

In this role, you will:

• Transform multiple customer-facing functions into one organization that operates seamlessly across the entire customer journey.
• Establish clear ownership and accountability to ensure customers receive fast, effective support.
• Analyze customer retention, revenue development, service performance and expansion opportunities and translate insights into action.
• Work closely with Sales, Product Management and Service teams to develop systematic approaches for cross-selling, upselling and customer expansion.
• Build scalable customer engagement models and increase the use of self-service and digital customer experiences.
• Leverage data, customer insights, AI and automation to identify growth opportunities and customer risks early.
• Shift the organization from a service-focused mindset to a model centered on customer lifetime value, retention and revenue growth.
• Collaborate with Product, Sales, Support and international stakeholders to turn ideas into measurable outcomes.
• Build a high-performing team that is ambitious, commercially minded and focused on delivering results.

What success looks like after 12 months

One year after joining BACHMANN, you walk into a management meeting and the results are visible:

• New customer acquisition is more predictable.
• Existing customers have become a reliable source of growth.
• Customers independently solve many of their requests through scalable self-service solutions.
• AI actively supports key moments across the customer journey.
• Service processes are faster, more transparent and internationally scalable.
• Customer Success is measured by business outcomes rather than activities.
• Your organization is recognized as a growth driver and strategic competitive advantage.

Who we're looking for

We are not looking for a specific industry background.

We are looking for a commercially driven leader who has already proven the ability to turn customer relationships into sustainable business growth.

Someone who combines strategic thinking with execution. Someone who is energized by ambitious targets, inspired by building high-performing teams and motivated by winning in competitive environments.

Ideally, you bring:

• Significant leadership experience in Customer Success, Commercial Operations, Revenue Operations or comparable growth-focused functions.
• Proven experience managing or influencing commercial KPIs such as revenue growth, expansion, customer retention, Net Revenue Retention and customer lifetime value.
• A strong commercial mindset with the ability to identify, prioritize and execute growth opportunities across the customer lifecycle.
• Experience building Customer Success organizations that contribute directly to business performance and revenue generation
• A data-driven mindset and experience leveraging automation, AI and technology to create business impact.
• The ability to align stakeholders, challenge the status quo and turn strategy into execution.
• High energy, resilience and a relentless focus on outcomes.
• A builder mentality, coupled with the ambition to create something sustainable that can scale globally.
• A strong sense of ownership and the drive to make things happen.
• A winning mindset. You are motivated by results, thrive in ambitious environments and continuously raise the bar for yourself and your team.
• Professional fluency in English and German.

The Bachmann Community

In addition to an exciting role with significant impact, you can expect:

• Hybrid working model (typically 2-3 days on-site)
• Childcare support
• Subsidized public transportation and Job Bike program
• Access to our Corporate Benefits platform

But what truly defines BACHMANN is our values-driven culture and open feedback mindset.
From day one, we work together as equals. We believe that great results come from talented people learning with and from each other.

That's what makes the BACHMANN Community special.