Head of Customer Success Management (m/w/d)
Deutsche Telekom
4 days ago
Full-time
On-site
Leinfelden-Echterdingen, Baden-Württemberg, Germany
Head of Customer Success
As Head of Customer Success – AI & Data, you are responsible for defining, building, and scaling the Customer Success function for our AI and data portfolio. You ensure that customers achieve measurable business value from our solutions and that Customer Success becomes a structured growth driver across adoption, retention, expansion, and long-term value creation. You combine strategic leadership, operational excellence, and strong customer focus.
Key Responsibilities
- Define the Customer Success strategy for AI & Data and translate it into a scalable operating model.
- Build, lead, and develop a high-performing team of Customer Success Managers.
- Establish standards, processes, KPIs, and governance mechanisms for onboarding, adoption, retention, expansion, and customer satisfaction.
- Lead strategic customer engagements at senior management and C-level and act as an escalation point for key accounts.
- Develop an integrated customer governance model together with sales, presales, delivery, and product teams.
- Systematically capture customer feedback and translate it into service improvements, solution enhancements, and stronger value propositions.
- Identify risks in customer relationships early and initiate stabilization, development, and scaling measures.
- Make the contribution of Customer Success to satisfaction, renewals, cross-sell, upsell, and strategic growth transparent and measurable.
- Foster a customer-centric culture and strengthen knowledge sharing across the organization.
Your Profile
- Several years of leadership experience in Customer Success, Account Management, Consulting, or similar customer-facing roles.
- Proven success in building and scaling Customer Success organizations or customer-centric engagement models.
- Strong understanding of AI, data, cloud, and digital transformation solution landscapes.
- Ability to combine operational excellence with strategic customer development.
- Expertise in managing complex enterprise relationships at senior management and C-level.
- Strong stakeholder management, governance, communication, and presentation skills.
- Experience with generative AI, machine learning, data platforms, or advanced analytics.
- Knowledge of modern data architectures such as Lakehouse, Data Mesh, or Data Spaces.
- Understanding of cloud platforms such as Azure, AWS, or Google Cloud.
- Experience with CRM ecosystems, Customer Success platforms, KPI frameworks, and executive business reviews.
About T-Systems International GmbH
At T-Systems, we provide our business customers with the right system solutions for their digital business. With our portfolio, we ensure that digital transformation reduces complexity, lowers costs, and simplifies everyday work. Our focus areas are Connectivity, Digital, Cloud & Infrastructure, and Security – let’s power higher performance!
About the Business Unit
Within the Digital Solutions business unit, we focus on creating clear competitive advantages for our customers through pioneering digital solutions. Our goal is to help companies accelerate their digital transformation and strengthen their competitiveness in an increasingly digital market environment. The Digital Enabler area plays a key role in our portfolio, focusing on topics such as Artificial Intelligence, Data Intelligence & Big Data, Hyperautomation, Application-led Cloud Transformation, IoT, Digital Identity, and additional innovation domains. Across all industries, we deliver state-of-the-art expertise and solutions in close collaboration with our industry-aligned teams. Within AI & Data, our focus is on Generative AI & LLM Services, classical machine learning and deep learning, AI & data architectures, Data Mesh, and Data Spaces.
Does this role sound like the right fit for you? Then take your opportunity and apply online.
This position is also available on a part-time basis.
Applicants with severe disabilities will be given preferential consideration in cases of equal qualification.