Head of Success - Germany

Pennylane SAS

17h•Remote

About The Position

We are opening up a brand new market and are looking for a highly entrepreneurial, hands-on and experienced leader to act as a pioneer in this market. As the local Customer Success leader, you will embody two roles: working closely with your team on the ground to develop the local deployment playbook, while simultaneously creating the strategic foundation for building the organization – starting with a team of five direct reports with backgrounds in accounting and B2B SaaS. You will be responsible for the entire post-sales customer journey, defining local implementation methodologies (onboarding, project management, technical deployment, and long-term adoption). As our platform is deeply integrated into our customers' financial workflows, prior knowledge of accounting, corporate finance, or financial/accounting SaaS is a strong asset.

Requirements

8+ years of experience in Customer Success, Professional Services, or Technical Deployment, including a proven track record as a Manager of Managers in a fast-paced B2B SaaS environment.
Solid knowledge in accounting (ideally with experience in a tax or audit firm), corporate finance, or the financial/accounting software industry (ERP, accounting software, Fintech).
Proven experience in structuring departments, managing rapid headcount growth (e.g., doubling teams), and implementing scalable CS methodologies.
Data-driven leader capable of translating high-level company objectives (retention, expansion) into concrete operational workflows and KPIs.
Fluent in German and English.

Nice To Haves

Experience in accounting (ideally with experience in a tax or audit firm), corporate finance, or the financial/accounting software industry (ERP, accounting software, Fintech).

Responsibilities

Team Building & Structuring: Directly lead, foster, and develop our local post-sales organization.
Talent Acquisition: Own recruiting, onboarding, and continuous team development.
Culture & Performance: Foster a high-performance, customer-centric culture with clear career paths and ownership, based on HQ recommendations.
Playbook Adaptation: Take existing group frameworks and adapt them to local market specificities, local regulations, and customer expectations.
Process Standardization: Define, optimize, and standardize our deployment, data migration, and onboarding methodologies to shorten the "Time-to-Value" for customers.
Metrics & KPIs: Own the local post-sales dashboard. Track, analyze, and report key metrics such as Net Revenue Retention (NRR), Churn, CSAT, and project delivery times to the executive team.
Escalation & Executive Sponsorship: Act as the ultimate escalation point and executive sponsor for our most strategic and high-revenue local customers.
Partner Ecosystem: Evaluate, structure, and scale third-party partnerships to outsource standardized implementation tasks, keeping the internal team lean and highly efficient.
Cross-functional Alignment: Collaborate closely with the local Country Manager, Head of Sales, and central Product & Engineering teams to ensure local market needs are fed into our product roadmap.

Benefits

You can work remotely from your place of residence as long as it is in Germany.
Regular work from European countries is possible as long as the time difference with CET (Central European Time) is at most two hours.
Regardless of where you reside, you will receive 30 paid vacation days from Pennylane.
You will receive a competitive compensation package.
You will receive company shares to benefit from the success you are building with us.
You will receive a budget to transform your home into a more comfortable workspace, as well as a monthly allowance to work in a coworking space whenever you wish.
In Berlin, we have an office from which you can work regularly.
You will get access to Busuu to perfect your English or French.
You will receive the latest Apple equipment.
We value regular collective events such as our Tech Days (bringing remote Pennylaners together every 3 months) or our annual company seminar to create key moments of cohesion for everyone.