Greater Munich Metropolitan Area
I am an experienced Customer Success leader with 10+ years in B2B client management and over 6 years in SaaS leadership roles with the focus of driving retention, growth, and building high-performing teams. Most recently I joined SafeNow as Head of Customer Success, leading an interdisciplinary team that delivers value to B2B customers across events, venues and permanent zones. My focus: building scalable structures, elevating customer impact and enabling safe, seamless activations across complex environments. Before that, as VP Customer Success at Integrity Next, I scaled the department to 35 people, established a leadership layer, and managed a portfolio of 600+ B2B customers. Under my leadership, ARR grew by 600% within three years – at historically low churn and with Net Revenue Retention as a constant focus. My expertise includes: - Strategic Customer Success leadership – scalable engagement models, performance management, cross-functional alignment - Team development & modern leadership – coaching, motivation, building resilient and collaborative teams - Operational excellence – process design, segmentation, tooling, data-driven execution - Executive stakeholder management – trusted advisor for enterprise customers I continuously invest in my leadership approach through programs such as the Master of Modern Leadership (TAM Akademie) and SuccessCoaching Levels 1–5. Passionate about modern leadership, customer value and sustainable SaaS growth. 📩 Let’s connect!
As Head of Customer Success at SafeNow, I build and lead an interdisciplinary Customer Success organization focused on scalable project delivery, customer activation and long-term retention in a fast-growing safety tech startup environment. I manage strategic B2B customers across healthcare, festivals, and stadiums while driving the professionalization of the Customer Success function through structured processes, KPI-driven management, customer health scoring and CRM transformation initiatives. Key achievements: - Build and lead an 8-person Customer Success team consisting of CSMs, service technicians, and working students. - Introduce scalable Customer Success processes, playbooks, KPI reporting and customer health scoring. - Manage close to 100 active customer zones in the team with zero churn. - Establish closer cross-functional collaboration with Product, Sales, Marketing, Tech and the founders to improve operational efficiency and customer impact.
As VP Customer Success, I built and scaled the department from scratch to 35+ people across multiple roles, managing a portfolio of 600+ global B2B customers with an ARR of €15M. My leadership contributed to more than 600% ARR growth within three years while maintaining a historically low churn rate and keeping Net Revenue Retention as a core KPI. Key achievements: - Built the Customer Success organization from the ground up, including recruiting, establishing a leadership layer, and fostering a collaborative, high-performance culture. - Drove operational excellence by implementing Salesforce, customer health scoring, and segmentation to increase efficiency and customer impact. - Acted as the final escalation point for enterprise customers and established trusted, long-term executive relationships. - Partnered closely with Sales, Product, and Marketing to align customer feedback with company strategy and growth.
Initial role before promotion to VP Customer Success. Responsible for setting the foundation of the CS organization (see VP role above for details).
Development of a long-term sustainability strategy for Agrando.
Overall responsibility for the B2B business unit "Supplier Ads", one of Agrando's three business units.
Sales responsibility for the B2B business unit "Supplier Ads", one of Agrando's three business units.