Global Head of Customer Success Management (m/f/d)

Protect what matters.

Primion Technology is a global solution provider and market leader in Converged Security Solutions and Workforce Management . For more than 30 years, we have supported around 4,000 satisfied customers worldwide who rely on our certified solutions every day. From consulting and planning to development, installation, maintenance, and support, a team of over 470 dedicated experts works passionately to meet the highest standards.

Shape the future of global customer success! As Global Head of Customer Success Management (m/f/d), you take ownership of post-sale customer outcomes across all products, driving adoption, value realization, retention, expansion, and advocacy. Lead a high-performing Customer Success organization, including CSMs, renewals, onboarding, support success programs, customer education, and CX analytics – and make a measurable impact on customers and the business worldwide.

If you are a strategic, data-driven leader with a track record of scaling Customer Success teams and delivering measurable impact, and you thrive in a collaborative, fast-paced global environment, we want to hear from you. Apply now and join our team on a Remote-working basis as

Global Head of Customer Success Management (m/f/d)!

• Set the global CS strategy and segmentation model (enterprise, commercial, long-tail/digital).
• Define and operationalize lifecycle playbooks (onboarding → adoption → value → renewal → expansion).
• Establish success plans per account and a standard value framework tied to customer business outcomes.
• Own gross and net revenue retention (GRR/NRR) targets; co-own expansion with Sales.
• Build digital-led and scaled CS motions (tech-touch, community, training, in-product guidance).
• Stand up a CS Ops function for health scoring, forecasting, QBR standards, and instrumentation.
• Partner with Product on voice-of-customer and roadmap influence; close the loop with customers.
• Drive customer advocacy (references, case studies, CABs, reviews) with Marketing.
• Ensure world-class renewals management and risk mitigation cadences.
• Build a diverse, high-performing global team; hire/regionalize leadership; succession planning.
• Success Metrics (12–18 months)
• NRR ≥ target (e.g., 115%+ enterprise; calibrated by segment).
• GRR ≥ target (e.g., 92–95%+).
• Time-to-value and time-to-onboard reduced by X%.
• Health score coverage 100%; risk-to-win ratio improved by X%.
• Expansion pipeline from CS-sourced ≥ Y%.
• CSAT/NPS up by X pts; referenceable customers +Y%.
• Digital CS coverage ratio improved (e.g., 1:500+ in long-tail).

• 10+ years of experience in leading post-sales/Customer Success teams
• P&L responsibility with proven revenue and NRR impact
• Expertise in subscription/SaaS/complex products, ideally within the fields of Physical Security, Access Control, or Workforce Management solutions
• Build and lead globally distributed teams, with strong coaching and talent development skills
• Strong data and operations literacy
• Experience with Customer Success platforms (e.g., Gainsight, Salesforce)
• Strategic thinker: Go-to-Market, business cases, pricing & packaging
• Fluent in German, business fluent in English
• executive presence and collaborative leadership style