Head of CSM (f/m/d)

As Head of CSM, you will own the post-sales customer journey at a strategic level, driving customer retention, net revenue retention (NRR), and long-term expansion across IDnow’s enterprise client portfolio. You will be a key voice in shaping how IDnow delivers value to its customers, and a critical partner to Sales, Product, and Operations leadership.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop a team of Senior and Mid-level Customer SuccessManagers.
• Set clear performance expectations, run regular 1:1s, and foster a high-performance, customer-centric culture.
• Drive hiring, onboarding, and career development within the CSM team.
• Act as an escalation point and mentor for complex customer situations.

Customer Strategy & Retention

• Own overall NRR, churn prevention, and expansion targets across the CSM book of business.
• Define and continuously refine the customer success strategy aligned with IDnow’s commercial goals.
• Ensure rigorous customer health monitoring and proactive risk mitigation across all accounts.
• Champion the customer voice internally, translate customer feedback into actionable insights for Product and Marketing.

Operational Excellence

• Build and maintain scalable Customer Success processes, playbooks, and frameworks (e.g. QBRs, health scoring, adoption milestones).
• Drive standardization of reporting on customer satisfaction, adoption KPIs, and NRR across the team.
• Collaborate with the Renewal Manager to ensure smooth, timely renewal cycles.
• Partner with the Service Desk to ensure seamless issue escalation and resolution.

Cross-functional Collaboration

• Work closely with Sales to identify and convert upsell and cross-sell opportunities.
• Partner with Product to provide structured customer feedback loops and influence the product roadmap.
• Align with Marketing on customer advocacy, case studies, and reference programs.
• Represent the CSM function in leadership forums and contribute to IDnow’s broader post-sales transformation journey

• Bachelor’s degree in Business, Economics, IT, or a related field preferred.
• Significant experience in Customer Success, Account Management, or related post-sales roles, ideally in a SaaS, fintech, or technology environment.
• Proven experience managing and scaling a Customer Success team, including direct people management responsibility.
• Track record of owning and delivering on NRR, churn, and expansion targets at scale.
• Strong executive presence with the ability to engage and influence senior stakeholders, both internally and on the customer side.
• Experience working with high-profile enterprise clients across regulated industries (e.g. financial services, telco).
• Excellent analytical skills, comfortable working with customer health metrics, usage data, and commercial KPIs.
• Experience implementing or optimizing CS tooling (e.g. Gainsight, Salesforce, ChurnZero).
• Familiarity with value-selling frameworks such as MEDDPICC or SPICED is a strong plus.
• Fluency in German and English is required; additional European languages are a plus

Perks &

• Health & Wellbeing: Use your full access to the mental health platformnilo, including 1on1 sessions. We valuepersonal and professional development:make full use ofUdemy, our training platform with 24/7 access and unlimited content/course consumption incl. certification.
• We make yourremote workcomfy:we provide support on equipment and offer flexible working hours.
• We value collaboration & love to come together: regularonsite gatherings, internalinitiativesand summer parties to connect outside of work.
• May your family require your attention or other reasons apply: use the benefit of ourpaidspecialleave days. Enjoy the possibility to combine work with a longer stay at your holiday destination or extend a weekend with ourWorkcation possibilities.

In addition to the perks & benefits above, we offerspecific benefits that differ between our locations.

We are looking for an experienced and strategic Head of Customer Success Management to lead and scale our Customer Success function. This is a senior leadership role with direct responsibility for a team of Customer Success Managers across our key markets.

This is a senior leadership role at the intersection of identity technology and customer value, offering real ownership of strategy, team, and outcomes from day one. You will join a diverse, international team working on cutting-edge AI-driven identity solutions, in a company at an exciting growth phase backed by strong institutional investors.