Head of CSM (f/m/d)

Team Leadership & Development

• Lead, coach, and develop a team of Senior and Mid-level Customer Success Managers.
• 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 & Benefits

• Health & Wellbeing: Use your full access to the mental health platform nilo, including 1on1 sessions.
• We value personal and professional development: make full use of Udemy, our training platform with 24/7 access and unlimited content/course consumption incl. certification.
• We make your remote work comfy: we provide support on equipment and offer flexible working hours.
• We value collaboration & love to come together: regular onsite gatherings, internal initiatives and summer parties to connect outside of work.
• May your family require your attention or other reasons apply: use the benefit of our paid special leave days.
• Enjoy the possibility to combine work with a longer stay at your holiday destination or extend a weekend with our Workcation possibilities.
• In addition to the perks & benefits above, we offer specific benefits that differ between our locations.

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

IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: race or ethnic origin, religion or convictions, gender identity or expression, citizenship, marital status, disability, age, or sexual orientation.