Vice President Customer Experience

Position Overview

This full-time leadership role is based in Bielefeld at Diamant Software. You will hold the comprehensive responsibility for the entire customer experience, overseeing Consulting, Support, and the emerging Customer Success divisions under a unified strategic framework.

Key Responsibilities

• Taking full end-to-end accountability for Customer Experience, integrating Consulting, Support, and Customer Success under one strategic direction.
• Establishing and sustainably scaling the Customer Success function, including customer segmentation, coverage strategy, playbook development, health scoring, and structured onboarding processes focused on adoption and maximizing gross revenue retention.

Candidate Profile

• Extensive leadership experience in post-sales, customer success, or customer experience within a B2B SaaS or software setting, ideally involving complex products in ERP, finance, or accounting sectors with clients from the German mid-market.
• Proven success in building or significantly scaling customer success organizations, from strategic design through operational execution.
• Experience leading consulting or professional services teams, especially navigating transitions from project-based delivery to subscription and outcome-oriented business models.