Düsseldorf, North Rhine-Westphalia, Germany
Customer Success leader with 8+ years of experience driving enterprise SaaS adoption, retention, and value realization across international markets. Proven track record managing portfolios exceeding €50M ARR and designing scalable engagement strategies for large customer bases. Experienced in building Customer Success teams, implementing segmentation models, and aligning Customer Success, Professional Services, and Support organizations. Background includes leadership roles at osapiens and enterprise customer management at Salesforce.
• Built and lead team of 8 Customer Success Managers • Defined Customer Success engagement strategy across 1,200 customers • Implemented segmentation model enabling scalable engagement across customer tiers • Created Customer Success Hub centralizing playbooks, processes, and governance • Implemented dashboards tracking engagement coverage, escalations, and milestones
• Managed enterprise customers adopting the osapiens ESG compliance platform • Acted as strategic advisor to enterprise customers, driving adoption, governance, and value realization • Acted as trusted advisor on sustainability and supply chain transparency initiatives
• Managed enterprise logistics customers including Ikea, Westwing, and Home24 • Acted as strategic advisor to enterprise customers, driving adoption, governance, and value realization • Helped customers optimize last-mile delivery orchestration using Urbantz SaaS platform
• Managed €10M enterprise SaaS portfolio including Orange, Proximus, and Telenor • Acted as strategic advisor to enterprise telecommunications customers, driving adoption, governance, and value realization across Salesforce cloud platforms • Prevented €2.5M churn through escalation management and executive alignment • Supported enterprise upgrades including Signature Success Plan (>€500K value)
Talkwalker was acquired by Hootsuite! • Managed 50+ strategic accounts across Belgium, France, and Spain • Portfolio value €1.3M ACV with €200K expansion revenue • Maintained 93% in GRR through proactive engagement • Delivered product training and strategic workshops in English, French, and Spanish
• Tracked venture capital, mergers, acquisitions, and financing deals for VentureSource database • Verified financial data through executive outreach and market research