Head of Customer Success

At evenito, we build enterprise event management software centered on human connection. By combining cutting-edge technology with personal support, we empower event teams to automate routine logistics and free up time for what truly matters: crafting memorable, sustainable event experiences. As our Head of Customer Success (CS) you will have a front row seat. Together with your team you will be responsible for evenito’s customer excellence. Reporting directly to the CEO, you will not only ensure that our customers receive professional support, but also be the strategic business owner of our post-sale organization and act as a key customer voice within the company. You will develop and execute a scalable CS operating model and play a pivotal role in shaping our product and the future of evenito. Are you ready to make an impact? Your Mission: Drive customer success, develop a high-performing team and turn everyday user insights into strategic product growth. • Lead by Example: You set the tone through your actions. From onboarding our largest enterprise clients (ICPs) to handling support tickets alongside your team, you showcase what great customer service looks like while equipping your team with the tools and support they need to succeed. • Team Development & Coaching: You will lead and coach a team of five. Through regular 1-on-1s, clear goals and constructive feedback, you will foster a positive, supportive work environment focused on steady growth and a resilient team setup. • Escalations & Problem Solving: You view complex situations as opportunities to build trust with our clients. When high-stakes issues arise, you partner directly with Product and Management to find clear solutions, using customer data to guide thoughtful decisions. • Cross-Functional Advocacy: You serve as a key connector between our clients and internal teams. By sharing real customer insights with Product, Sales and Marketing, you help shape and prioritize our product roadmap while keeping team priorities aligned with company strategy. • Process & Project Innovation: You stay current on Customer Success best practices and enjoy improving how things work. You will have the freedom to introduce new CS workflows that streamline daily operations and support our current growth stage. • Commercial Impact & Growth: You ensure Customer Success is a growth engine by delivering clear, measurable value. You will drive product adoption and offer high-impact paid services, positioning expansions as a natural result of client success. This, while tracking performance with clear, business-focused metrics. • Knowledge Base Development: You will own and champion our self-service tools (Knowledge Base, Video Academy, Automation). By making resources clear and accessible, you help our customers find quick answers independently and keep support queues manageable. Your Story You have a solid B2B SaaS experience, a practical doer mindset and a genuine drive to grow people and businesses - all fueled by a real enthusiasm for the magic of event tech. • SaaS Experience: You bring 3+ years of experience in Customer Success, Implementation or Account Management in the B2B SaaS environment. • Hands-on Doer Mindset: You keep your cool and stay positive when things go sideways. You are pragmatic, humble and jump into daily support queues without hesitation. • Effective Communicator: You are a skilled communicator and workshop facilitator who connects effortlessly with enterprise executives, end-users and internal teams alike. • Tech Savvy and Agile: You are at home analyzing usage data, mapping workflows and collaborating with Product on technical escalations. You adapt quickly to new software, shifting priorities and changing processes. • Leadership Drive: You genuinel