We are looking for an accomplished, senior Customer Success Director to join our team, working on a hybrid basis from our Munich office and from home. In this role you will be a key member of our Customer Success function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Success, Account Management and Onboarding to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 11 to 15 years of relevant experience and strong, practical knowledge of Customer Success, Account Management and Onboarding. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds. Experience leading projects, mentoring others and influencing decisions will set you up for success in this role.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Forge Robotics is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Customer Success Director at Forge Robotics, you will play a central role within our Customer Success function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Drive planning and prioritisation for your area, balancing short-term delivery with long-term goals.
- Mentor, coach and support more junior team members, helping them grow and do their best work.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Track account health and identify opportunities for expansion and advocacy.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Contribute to process and tooling improvements that make support faster and better.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Build strong, trust-based relationships with internal and external stakeholders.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- Plan and manage your workload to balance quality, speed and competing demands.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
- Represent the team and the company professionally in internal and external interactions.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
What we're looking for
11-15 years of professional experience in a Customer Success Manager or similar roleStrong working knowledge of Customer Success, Account Management and Onboarding
Bachelor's degree in Business Administration (Master's preferred)
Proven track record of leading projects and mentoring team members
Benefits
At Forge Robotics, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- Mental-health support including confidential counselling, an Employee Assistance Programme and a range of wellbeing resources.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- Hybrid and remote-friendly working options, with the trust and autonomy to manage your own time and output.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- Employee stock options (ESOPs), giving you a genuine stake in the company's growth and long-term success.
- Free snacks, beverages and regular catered meals to keep you fuelled through the day.
- Employee discounts and access to a curated range of partner perks, offers and benefits.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- Flexible time-off arrangements and the trust to take the breaks you need, when you need them.
- Transparent communication, regular all-hands updates and direct, approachable access to leadership.
- Regular recognition and appreciation for great work, both publicly and privately.
- a company pension scheme (betriebliche Altersvorsorge), helping you build long-term financial security for the future.
- Personal accident and term life insurance providing financial protection and peace of mind for you and your loved ones.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
- Opportunities to attend, speak at and learn from industry events and conferences.
- A dedicated annual learning and development budget you can spend on courses, books, certifications and conferences.
- a generous annual leave allowance well above the statutory minimum, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
- A supportive, inclusive and collaborative culture where your ideas are genuinely heard and your contribution truly matters.
Education
Bachelor's degree in Business Administration (Master's preferred)