Director Customer Success (m/f/d)

We are Procure Ai, a market leader in bringing artificial intelligence and automation to the procurement process with the goal to unlock massive savings for our clients by having a high-value procurement function. We are a team of experienced tech and business professionals, based in Germany, UK and France. While we enjoy collaborating remotely most of the time (and so should you), we come together for regular team offsites in Europe. We are now recruiting for an experienced Director Customer Success (m/f/d) to join us.

As the Director Customer Success (m/f/d), you will play a critical role in fostering long-term relationships with our enterprise customers, ensuring they maximise the value from our AI-driven procurement solutions. You will be responsible for guiding customers through their lifecycle with Procure Ai, from onboarding to achieving their desired outcomes, while also driving adoption, retention, and expansion. This position is pivotal in shaping the customer experience and ensuring alignment with Procure Ai’s broader business objectives.

Key responsibilities:

Oversee Customer Onboarding and Relationship Management

• Oversee the entire onboarding process, ensuring smooth and efficient implementation of Procure Ai’s software solutions.
• Develop strong, trusted relationships with key stakeholders in customer organisations to understand their procurement challenges and align Procure Ai’s solutions to meet their goals.
• Act as the main point of contact for enterprise customers, ensuring high levels of engagement, satisfaction, and support throughout the customer journey.

Driving Product Adoption and Expansion

• Work closely with clients to drive adoption of Procure Ai’s products, identifying opportunities to integrate new features and offerings that align with their procurement strategies.
• Develop strategies to grow customer accounts by identifying upsell and cross-sell opportunities, increasing Procure Ai’s footprint within existing customer organisations.
• Organise regular business reviews with clients to track progress against KPIs, demonstrate the value of our solutions, and identify areas for improvement or expansion.

Collaboration and Solution Customisation

• Collaborate with internal teams (sales, product, and engineering) to customise Procure Ai solutions based on the unique requirements of enterprise clients.
• Provide client feedback to the product team, ensuring customer needs are incorporated into future product developments and enhancements.
• Work closely with system integrators and third-party partners to ensure successful solution deployments and seamless integration into clients’ procurement ecosystems.

Customer Retention and Advocacy

• Lead efforts to ensure high customer retention rates by delivering proactive support and addressing any potential issues or risks before they escalate.
• Foster a customer-first culture, ensuring that clients receive ongoing value from Procure Ai’s solutions and remain advocates of our products.
• Build case studies, success stories, and customer testimonials that highlight the positive impact of Procure Ai’s solutions on procurement performance.

Data-Driven Insights and Continuous Improvement

• Utilise data analytics to track customer health metrics, identify at-risk accounts, and implement strategies to mitigate churn.
• Regularly analyse customer feedback, satisfaction scores, and usage data to refine and improve the customer experience.
• Provide ongoing recommendations for product improvements and service optimisations to enhance customer outcomes and drive mutual growth.

Continuous Process Optimisation & Set-up for Scaling

• Develop scalable processes, playbooks, and best practices to improve the efficiency and effectiveness of customer success efforts.
• Stay informed about industry trends, competitive solutions, and customer needs to continuously refine Procure Ai’s customer success strategies.

Requirements

• A track record of setting up successful Customer Success structures with enterprise customers in a SaaS environment - ideally with experience in procurement and AI and ideally from scratch.
• A university degree in a relevant field.
• You have outstanding relationship building and influential skills (as well as empathy obviously!) up to C-level and enjoy being a sparring partner and advocate for your customers within your organisation.
• You drive for delivering exceptional customer experience and making this a company mindset.
• Apart from excelling in a stand-alone role you have ideally also experience in setting up (and leading) a respective team.
• Strong problem-solving skills and a deep technical understanding of SaaS software - ideally in the procurement space.
• You are comfortable with our fully-remote set-up and business travelling to regular client meetings, co-working with colleagues and to our offsite locations.
• You are positive, well-organised and driven.
• Given a lot of our customers are based in Germany, German is a must, as well as English. Other languages are a plus.

Benefits

• A role that is fully-remote (in Germany) or hybrid to cater to your needs best and to give you maximum flexibility.
• A competitive compensation package incl. ESOP.
• 30 days of vacation and up to 2 months of work from anywhere.
• Regular team offsites within Europe to foster collaboration and team spirit.
• A diverse and inclusive workplace where we value diversity and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.