Head of Customer Success (f/m/d)

🤖 Become Part of the AI Revolution in the Industrial World

Are you ready to become part of a team that is transforming the industrial sector using the latest AI technologies? At remberg, we are revolutionizing how machines, equipment, energy systems, vehicles, buildings and much more are managed with our intelligent asset platform. As part of our team, you will help industrial companies unleash the power of AI to tackle their key challenges: Labor shortages, increasing asset complexity and global competitive pressures.

Supported by the visionary founders of category-defining businesses such as Celonis, UiPath, Personio and Forto, as well as leading investors like Earlybird, Speedinvest, Oxx, Acton, and Fly Ventures, remberg is positioned to be a category leader in Industrial AI.

As a Head of Customer Success at remberg, you will lead and grow our Customer Success team of five (four Customer Success Managers, one Customer Support manager), owning activation and retention across our customer base. You will own several customer streams:

• Low-touch, PLG-first model - using automation and AI where they create leverage

• High-touch coverage for our Enterprise customers

This position is office-based (min. 3 out 5 days) in Munich and reports to our CEO.

• Team leadership & development: Lead, coach, and develop the Customer Success team with full disciplinary and functional responsibility - set ambitious targets, run weekly portfolio reviews, and build a culture of ownership and impact.

• Activation & time-to-value: Own how fast and how successfully customers reach value - design and continuously improve onboarding, in-product guidance, and templated configurations across Mid-Market and Enterprise segments.

• Retention & customer health: Own net revenue retention as the primary team KPI - build early-warning systems, run save-plays, drive renewals, and feed churn root causes back into Product and GTM.

• NRR & expansion (with Sales): Drive vertical expansion within existing accounts - surface, qualify, and progress upsell and cross-sell opportunities in tight alignment with Sales.

• Automation & AI at scale: Continuously upgrade the CS stack - manage and expand AI-assisted outreach, ticket resolution, call summarization, and automated health scoring to scale impact efficiently.

• Cross-functional partnership: Partner closely with our Sales team on opportunities within existing customers, with the Product team on user feedback, with our Growth team on PLG/S and with Marketing on content and customer advocacy.

• Insights & reporting: Track team performance and customer health through clear KPIs, forecast renewals, and translate signals into actions.

• Customer success leadership: 3+ years' experience leading a CS or post-sales team in B2B SaaS, with strong coaching skills and a passion for people development. Comfortable owning team performance and driving results under pressure.

• Industrial world exposure: You have spent meaningful time in or close to the industrial sector (manufacturing, plant operations, facilities, or a comparable environment). You are energized by being on-site with enterprise customers, travel willingly, and build trust face-to-face on the shop floor (if needed). Direct exposure to maintenance, asset management, or service operations is a strong plus.

• Retention & activation excellence: Strong understanding of activation milestones, health scoring, churn prevention, and renewal motion. You know modern CS frameworks and tools and bring opinions on what works.

• Product-led & low-touch mindset: You think first about leverage — automation, in-product flows, and self-serve content — and reserve human touch for where it changes the outcome.

• Analytical & data-driven: You think in KPIs, make data-based decisions, and continuously optimize. You can build a dashboard, read it, and act on it.

• Executive stakeholder management: Comfortable engaging C-Level stakeholders on the customer side - running QBRs, escalation and de-escalation conversations, and steering executive relationships. A consulting background is a plus.

• AI-native operator: Hands-on with AI tooling for customer-facing and internal workflows; you actively look for places where automation and AI can replace repetitive work and create new possibilities.

• Solution engineering exposure: Experience working alongside or owning solution engineering with technical expertise for integration projects for Enterprise customers is a plus.

• Language: Fluent in German and proficient in English.

• 💰 Competitive compensation package: Enjoy a salary, benefits, and equity*, with annual reviews.

• 💻 State-of-the-art tools and equipment for a modern and efficient setup.

• 🍏 Health and wellness benefits: Access to Nilo Health, JobRad*, and your choice between a GUUD card or Wellpass / Urban Sports Club for sports and fitness.

• 🥨 Prime office location & culture: Our office is in the heart of Munich, near the main train station, making it easily accessible for commuters and travelers. Our office is always lively, with 3 days/week in the office.

• 🌞 Work-from-anywhere flexibility: You can work remotely for up to 3 months per year.

• 🌴 Attractive Compensation & Benefits: In addition to a competitive salary, you'll enjoy different company benefits and 30 vacation days*.

• 📚 Continuous learning: Get a €1,500 development budget plus 1 day of educational leave per year.*

• 🤝 Volunteering day: 1 paid day per year to give back to a cause you care about.

*Some perks apply to permanent full-time employees only.

remberg is a fast-growing start-up based in Munich. Founded in 2018 as a spin-off from TU Munich & CDTM, we leverage AI to take the service, operation, and maintenance of all kinds of industrial assets – such as machinery and equipment – to an entirely new level. To date, we’ve raised €28 million in funding from investors like Earlybird, Speedinvest, Fly Ventures, and angel investors, including the founders of Personio and Celonis. Our 100+ customers, including Kärcher, OSRAM, Liqui Moly, Edding, and Knuspr, manage over 1 million different types of assets with our solution – making the digital transformation of the industry a reality.