Head of Customer Success Management Onboarding EMEA Head of Customer Success Management Onboarding EMEA (f/m/d)

Head Of Customer Success Management Onboarding EMEA 
Location: Amsterdam, Netherlands, Ljubljana, Slovenia, Bonn, Germany, Munich, Germany

SAP LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1400+ customers with Enterprise Architecture Management.

We are seeking an experienced and highly motivated Leader to manage a team of 6 Customer Success Onboarding Manager (CSOM), who are responsible for onboarding our Enterprise and Mid-Market customers with the full LeanIX product portfolio. You will be responsible for driving onboarding outcomes, leading your team to deliver outstanding experiences, and ensuring high product adoption and reduced time-to-value. Driving improvements of our customers’ digital onboarding journey in collaboration with Sales, Enablement, and Product is a key responsibility of this role.

WHAT IS WAITING FOR YOU?

• Manage a growing team of currently 6 Customer Success Onboarding Managers, acting as specialists in onboarding customers with the full LeanIX product portfolio, across Enterprise and Mid-Market customer segments
• Develop and execute a comprehensive customer success strategy that focuses on high-quality onboarding, customer adoption, and reduced time-to-value, utilizing existing approaches such as digital, self-paced onboarding programs, in-product onboarding and dedicated CSOM onboarding
• Drive improvements in onboarding quality and time-to-value by working closely with the adjacent teams to identify and address product gaps, and by providing customer feedback to inform product development
• Serve as an escalation point for customer issues during onboarding, and work closely with other teams to resolve complex issues and ensure customer satisfaction
• Ensure your team is maintaining high levels of customer engagement, customer satisfaction, and customer retention.

WHAT ARE WE LOOKING FOR?

• 5+ years of experience in a customer-facing role in the B2B SaaS industry (or related business), preferably in the domain of Enterprise Architecture
• Understanding of IT Management, Enterprise Architecture, and Business Transformation Management in Mid-Market and Enterprise organizations
• Expertise in RISE with SAP, S/4HANA transformations and Enterprise Architecture Management is a plus
• Exceptional problem-solving capabilities with the ability to come up with innovative solutions
• Ability and experience to structure and prioritize your work and work of others
• Successful and proven track record in leading and managing a team
• Working knowledge with Sales and Customer Success platforms, e.g., Salesforce and Gainsight
• Fluent in English for all territories; German for DACH, French for France are a plus,
  please indicate your language skills in your CV