Head of Customer Success

Scenario GmbH seeks a Head of Customer Success to build and lead a customer-success function from scratch, managing enterprise accounts and driving renewals and expansion.

The company is looking for a hands-on leader to establish a customer-success operating system at a Series A standard. This role will scale the founder-led relationship model by creating playbooks and dashboards, while directly managing the Knowledge Architect and Creative Technologist. The position focuses on driving product adoption, ensuring smooth renewals, and closing the feedback loop with the product team through weekly digests.

Responsibilities

• Manage post-sale relationships for enterprise and strategic mid-market clients.
• Monitor account health and maintain an early-warning system.
• Oversee renewals and handle custom-plan transitions.
• Lead the Knowledge Architect and Creative Technologist as direct reports.
• Develop the customer-success operating system from the ground up.
• Provide a weekly digest to the product team to close the feedback loop.

Requirements

• Background in B2B sectors such as game tooling, enterprise creative software, or developer tools.
• Proven experience in building a customer-success function from scratch with strong product fluency.
• AI-native mindset with the ability to create automation, small agents, scripts, or internal tools.
• Understanding of billing processes.
• Customer references rather than manager references.
• Fluent English proficiency.
• Based in Europe.

About the company

Scenario GmbH operates with a hands-on approach, holding its customer-success leaders to the same craft standards as its Creative Technologists. The company aims to scale its founder-led relationship model by implementing playbooks, dashboards, and a dedicated team. The organization is focused on building a robust customer-success operating system from the ground up, maintaining Series A standards.

• Hands-on creative and technical partnership held to high craft standards.
• Scaling founder-led relationships through structured playbooks and dashboards.
• Building a customer-success operating system from scratch at Series A standards.