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Open nowPosted 34 days ago

Head of Customer Success & Operations (m/w/d)

ryd6 open roles

Where
München
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Your applicationOpen nowHead of Customer Success & Operations (m/w/d)ryd · München

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.2%30 days
This job: posted 34 days ago

The posting

Deine Aufgaben

  • Du verantwortest den Customer Success für unsere Fleet-Accounts und treibst Retention, Expansion und Partnerbeziehungen voran.
  • Du steuerst Operations & Risikomanagement – Zahlungsprüfungen, Betrugsprävention, KYC/AML, Abrechnungsgenauigkeit (Settlement) – und skalierst diese Prozesse.
  • Du baust ein leistungsstarkes Team aus Customer Success Managers, Support- und Operations- Mitarbeitenden aus und auf und entwickelst es zu einem high performing Team.
  • Du treibst operative Exzellenz voran – durch Prozessautomatisierung, den Aufbau von Self-Service-Flows und die Skalierung der ryd fleet Partner-Accounts.
  • Du arbeitest eng mit Finance/CFO an Payment Health, Risikobewertung und Compliance (PSD2, AML/KYC) zusammen und hast in unserem GTM Engineer einen engen und abgestimmten Austausch.
  • Du arbeitest auf eine Net Revenue Retention von >110 % und eine Churn-Rate von <20 % p. a. durch proaktives Account-Management und eine gezielte Upsell-Strategie.
  • Ownership ab Tag 1 – dein Team, deine Kennzahlen, deine Strategie. Direkte Berichtslinie an CEO.
  • Arbeitsort befindet sich in der Landsberger Str. 94, 80339 München und überwiegend vor Ort

Deine Qualifikationen

  • 8–12+ Jahre Erfahrung in B2B-SaaS Customer Success & Operations, Fintech/Payment Operations oder auf B2B2C-Plattformen.
  • Nachweisliche Erfolge beim Skalieren von Teams (3–5+ Jahre in Führungsverantwortung) mit belegbaren Ergebnissen in Retention, Expansion und operativer Effizienz.
  • Fundiertes Verständnis von Zahlungssystemen, Settlement-Zyklen, Risikomanagement und regulatorischer Compliance (PSD2, AML/KYC).
  • Datengetriebenes Mindset – du denkst in Kennzahlen (NRR, Churn, Zahlungsgenauigkeit), nicht aus dem Bauch heraus.
  • Sicherer Umgang mit Ambiguität und Freude am Aufbau von Prozessen im Scale-up-Umfeld – es gibt noch keine 100-seitigen Playbooks.
  • Sehr gute Deutsch- und Englischkenntnisse (schriftlich und mündlich); Fähigkeit, mit C-Level, operativen Teams und Fleet-Kunden zu kommunizieren.

Was wir dir bieten

  • #shapingryd ist einer unserer Werte – wir entwickeln uns gemeinsam vom Start-up zum Scale-up, und du gestaltest mit, wie CS & Operations bei ryd skalieren.
  • Wettbewerbsfähiges Gehalt, betriebliche Altersvorsorge und ein solides Budget, um Top-Talente einzustellen und die Tools zu beschaffen, die du brauchst.
  • Professionelles Onboarding-Paket und Buddy-Programm – du hast ab dem ersten Tag einen Team-Buddy sowie einen cross-funktionalen Buddy.
  • Wir investieren in deine Entwicklung – Mentoring durch das Leadership-Team, Coaching für das Skalieren von Operations und kontinuierliche Weiterbildungsmöglichkeiten.
  • Jährliches Weiterbildungsbudget für deine fachliche Entwicklung – schreibe deine eigene Erfolgsgeschichte.
  • RydFlex: Arbeite bis zu 6 Wochen pro Jahr von überall in der EU.
  • EGYM Wellpass
  • Hundefreundliches Büro

Kontakt

Caroline da Silva Fischer HR Generalist

ryd GmbH | Landsberger Str. 94 | 80339 Munich, Germany | ryd.one |

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