Global Director of Customer Experience (f/m/d)

We are looking for a Global Director of Customer Experience to lead our global Customer Success Managers and Technical Support Specialists. This is a true global leadership role, with a team of around 20 people currently located across the US, Europe, India, and Australia. Based in Berlin, you will own the strategy, operating model, and performance of both functions, with the primary objective of maximizing Net Revenue Retention (NRR) and, consequently, Gross Revenue Retention and customer retention. You will build a scalable, data-driven, and commercially effective organization that enables customers to realize maximum value from Productsup while providing efficient and high-quality support. Tasks Own Customer Success & Support Strategy Define and execute the global strategy for Customer Success and Technical Support. Establish a scalable customer segmentation and engagement model based on customer value, complexity, risk, and growth potential. Define, implement, and continuously improve standard operating procedures across the customer lifecycle. Ensure clear ownership and collaboration across the main customer facing teams Customer Success, Technical Support, Sales, Implementation, and Managed Services. Continuously optimize the organizational structure to maximize effectiveness with a lean set up. Drive Retention & Customer Value Make NRR the primary organizational success metric and establish the operating cadence required to improve it. Build systematic approaches to customer health, churn prevention, adoption, value realization, renewals, and expansion. Ensure Customer Success operates proactively and uses data to identify customer risks and opportunities. Partner closely with Sales to identify and execute expansion opportunities. Build a Data-Driven Organization Define the KPIs, dashboards, and reporting required to manage Customer Success and Technical Support effectively. Establish a consistent data-driven operating rhythm around customer health, retention, support performance, and productivity. Translate customer and operational data into actionable improvements. Use data to continuously evaluate resource allocation, organizational effectiveness, and customer outcomes. Drive AI, Automation & Efficiency Identify and automate repetitive and low-value activities across Customer Success and Technical Support. Evaluate and implement AI-based support and self-service capabilities where they can improve customer experience and efficiency in collaboration with the Revenue Operations Team Continuously simplify processes and leverage technology to build a scalable organization. Balance operational efficiency with customer impact, with a strong focus on effectiveness. Lead Globally & Collaborate Cross-Functionally Lead and develop a high-performing global team across multiple regions and time zones. Build a lean, agile, and accountable organization with clear roles and responsibilities. Work closely with Regional Sales Leaders, Marketing, Revenue Operations, Product Management, Finance, Implementation, and Managed Services. Act as a key member of the global Go-to-Market leadership team and contribute to the overall customer and revenue strategy. Requirements Proven experience leading global Customer Success and/or Technical Support organizations in a B2B Enterprise SaaS environment. Strong track record of improving customer retention and Net Revenue Retention. Deep subject-matter expertise in Customer Success, including segmentation, customer health, lifecycle management, operating models, and KPIs. Solid experience leading or operating Technical Support organizations, including support operating models, escalation management, and service levels (L1/L2). Sufficient technical fluency to engage credibly with engineering and product teams on platform, integration, and escalation topics. Experience in building and managing distributed international teams and appropriate management structures. Strong commercial mindset with the ab…