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Customer Service
Head of Customer Success & Support
@Ablefy
[Hiring] Head of Customer Success & Support @Ablefy
Mar 26, 2025 - Ablefy is hiring a remote Head of Customer Success & Support. 💸 Salary: competitive salary. 📍Location: Europe.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
We are seeking a Head of Customer Success & Support who is passionate about customer empowerment and digital commerce growth to drive strategic success for our users. This is an impactful, hands-on role where you will shape the future of ablefy's Customer Success department, driving high engagement and retention across a diverse customer base.
- Oversee onboarding and guide customers in maximizing ablefy's features, from payment flow management to digital product sales.
- Cultivate robust, long-lasting relationships with customers, becoming a proactive partner as they scale.
- Tailor customer engagement to each business stage, empowering users with resources, product insights, and strategic support to help them succeed.
- Offer responsive, knowledgeable support for issues related to ablefy's digital payment and commerce tools, managing escalations seamlessly.
- Maintain a collaborative feedback loop with Product, Tech, and Compliance teams to proactively improve customer experience and resolve complex issues.
- Drive product adoption and optimize usage by educating customers on the full suite of ablefy's advanced features, including European-specific compliance tools, flexible payment gateways, and subscription-based modules.
- Build a network of ablefy advocates, encouraging customers to share experiences and contribute to community growth.
- Analyze customer data to assess engagement, predict needs, and identify growth opportunities.
- Provide actionable insights and regular reports on customer success metrics such as churn, NPS, and feature adoption to support data-driven decisions.
- Build and mentor a customer success team focused on personalized, high-touch support for digital businesses.
- Foster a collaborative and goal-oriented environment, aligning team initiatives with ablefy's growth trajectory and customer-first philosophy.
Qualifications
- 5+ years in a customer success or account management role, preferably within digital commerce or the SaaS/payments sector.
- Proven track record in strategic leadership, ideally teams-of-teams, guiding teams to exceed growth and satisfaction targets.
- Strong understanding of the subscription economy, payment processing solutions, and European digital compliance standards.
- A customer-centric mindset - combines empathy and relationship-building to understand customer needs deeply and build trust-based connections, while actively advocating for customers within the company to influence product and service improvements.
- Strategic and analytical thinking - combines data-driven decision-making, using customer data to identify trends and opportunities, with proactive problem-solving to address barriers to customer success through root cause analysis and effective solutions.
- Operational excellence - optimizing processes to improve team efficiency and ensure consistent customer experiences, while using strong project management skills to oversee multiple customer initiatives simultaneously.
- Fluency in English, with excellent presentation and communication skills. Fluency in German is a big plus.
- Proficiency in customer success tools, analytics, and a data-driven approach to customer management.
Benefits
- Paid time off – 30 vacation days
- A competitive salary
- A personal training and development budget of €1,500 per year
- Responsibility and trust from day one
- Individual coaching and further training to support you in your development
- A free BVG ticket
- Employee discounts at numerous companies (e.g. at the gym or in online stores)
- Pension program with company match
- A culture of equity and inclusion where you are appreciated for the person you are
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| 📍 | Be aware of the location restriction for this remote position: Europe |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
competitive salary
|
Remote
Location
Europe
|
|
Job Type
full-time
|
Posted
Mar 26, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Europe |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
