Vice President / Director (m/f/d) Customer Experience

Sustainability reporting is no longer a "nice-to-have" for companies; it has become a massive operational challenge.

At Sunhat, we solve exactly that: We build the technological infrastructure that enables companies to move from manual chaos to scalable processes and audit-ready proof.

As Vice President / Director (m/f/d) Customer Experience, you take the helm and build the entire department both strategically and operationally. Your goal: An outstanding customer journey that not only makes our customers successful but also ensures long-term loyalty to Sunhat.

• Department Builder: You build the Customer Success organization from the ground up, defining clear structures, KPIs, and processes, directly taking over these responsibilities from our founders.
• Strategy & Retention: You develop the long-term CS strategy – from onboarding playbooks and upsell potential to churn prevention – ensuring our customers derive maximum value from our platform.
• Leadership & Culture: You build a high-performing team, foster a consultative culture, and act as a mentor for your direct reports.
• Voice of the Customer: You serve as a strategic bridge between customers, product, and sales, ensuring market feedback flows directly into our product roadmap.
• Operational Excellence: You implement the necessary tools and dashboards (CSM, CRM) to make customer health and success measurable and scalable.

• SaaS Leadership: You bring extensive experience in a leading Customer Success role within a fast-growing SaaS environment and have a proven track record of building teams and structures.
• Scaling Expertise: You know how to transition from early-stage to scale and have a deep understanding of B2B enterprise workflows.
• Consultative Mindset: You see yourself as a strategic partner to our customers and excel at translating complex operational challenges into simple, effective solutions.
• Analytical Strength: You make data-driven decisions and have a sharp instinct for the key levers that drive customer success.
• Ownership Mentality: You are passionate about building something from scratch, maintain a solution-oriented mindset, and communicate confidently in both German and English.

• Competitive Pay & Equity: We offer a market-competitive salary package and stock options.
• Flexible Working: You can work 100% remotely within Germany or use our office hubs in Cologne, Hamburg, and Berlin.
• Family First: We support your work-life balance with high flexibility regarding your time and location.
• Tech Stack & Tools: From MacBooks to the latest software – you’ll get everything you need to hit the ground running.
• Continuous Learning: You benefit from a dedicated development budget for courses, conferences, and more.
• Feelgood Budget: A monthly €50 tax-free benefit you can use for shopping vouchers or your Urban Sports Club membership.

Interested in the role but not sure if you meet 100% of the criteria? Apply anyway. We aren't looking for perfect CVs, but for personalities with potential and a passion for our mission.

As an equal opportunity employer, we encourage everyone to apply, regardless of their background.