Head Customer Success- Digitalisation &… at Siemens · Maharasht…

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 Smart infrastructure from Siemens makes the world a more connected and   caring place – where resources are valued, where impact on the world is   considered, where sustainable energy is delivered optimally and efficiently.   It provides the flexible infrastructure to allow society to evolve and   respond to changing conditions. Technology and the ingenuity of people come   together to be at one with our environments and to care for our world. We do   this from the macro to the micro level, from physical products, components,   and systems to connected, cloud-based digital offerings and services. Siemens   offers a broad portfolio of grid control and automation; low- and   medium-voltage power distribution, switching and control; and building   automation, fire safety and security, HVAC control and energy solutions.
 
 JOIN US! WE MAKE REAL WHAT MATTERS. THIS IS YOUR ROLE

HEAD OF CUSTOMER SUCCESS (DIGITAL & SOFTWARE)

The Head of Customer Success is a strategic leadership role responsible for driving customer adoption, expansion, and retention across Siemens Digital & Software portfolio. This role combines deep technical understanding of software solutions with commercial acumen to maximize customer lifetime value, expand share of wallet, and build long-term strategic partnerships.

KEY RESPONSIBILITIES

**ADOPTION & ONBOARDING **

Develop and execute customer onboarding strategies ensuring rapid time-to-value

Define adoption metrics, KPIs, and health scorecards for software solutions

Lead customer enablement programs including training, certification, and best practices

Manage onboarding team to ensure 90%+ adoption milestone achievement within 6 months

Create and maintain adoption playbooks for different customer segments

Drive usage analytics and identify adoption blockers early

**ACCOUNT EXPANSION & SHARE OF WALLET **

Identify and pursue expansion opportunities within existing customer base

Develop account expansion strategies targeting 20%+ YoY growth in ACV

Build business case and ROI models for cross-sell and upsell opportunities

Lead quarterly business reviews (QBRs) with C-suite and technical stakeholders

Manage customer success metrics including NRR (Net Revenue Retention) and expansion revenue

Collaborate with Sales and Solutions teams on expansion pipeline

**CUSTOMER ACTIVATION & ENGAGEMENT **

Activate dormant or underutilized accounts through targeted engagement programs

Develop customer engagement roadmaps aligned with business outcomes

Create value demonstration programs and proof-of-value initiatives

Establish customer advisory boards and feedback mechanisms

Monitor and improve customer health scores and satisfaction metrics (NPS, CSAT)

Drive customer success stories and case studies

**TEAM LEADERSHIP & CAPABILITY BUILDING **

Lead and mentor customer success team (CSMs, technical enablement specialists)

Define team structure, roles, and responsibilities aligned with customer segments

Develop talent, drive performance management, and create career paths

Build and maintain customer success best practices and knowledge base

Ensure consistent delivery of customer success standards across all accounts

Drive continuous improvement in customer success processes and tools

**CORE COMPETENCIES & SKILLS REQUIRED**

**TECHNICAL & DOMAIN EXPERTISE**

10+ years in SaaS/Software customer success, account management, or solutions

Deep understanding of enterprise software adoption, change management, and ROI

Knowledge of Siemens Digital & Software portfolio (Teamcenter, Mendix, Xcelerator, Opcenter, etc.)

Proficiency in customer success platforms (Gainsight, Totango, or equivalent)

Understanding of software licensing models, subscription economics, and contract terms

Familiarity with customer data platforms and analytics tools

**STRATEGIC & COMMERCIAL ACUMEN**

Proven ability to develop and execute customer success strategy aligned with business goals

Strong understanding of SaaS unit economics, ARR, ACV, NRR, and expansion revenue models

Ability to build ROI/business cases and demonstrate customer value

Experience managing multi-million dollar customer portfolios

Track record of driving 15%+ NRR or expansion revenue growth

Capability to influence C-suite stakeholders and drive strategic decisions

**CUSTOMER-CENTRIC & RELATIONSHIP MANAGEMENT**

Demonstrated ability to build and maintain strong customer relationships

Proven success in customer retention and reducing churn

Strong empathy for customer challenges and ability to translate to business outcomes

Experience managing diverse customer segments (SMB, mid-market, enterprise)

Excellent communication skills across technical and business audiences

Ability to manage customer escalations and resolve conflicts

**LEADERSHIP & TEAM MANAGEMENT**

Proven experience leading and scaling customer success teams

Strong capability in hiring, coaching, and developing talent

Experience building customer success culture and best practices

Demonstrated ability to drive organizational change and continuous improvement

Strong project management and execution skills

Ability to work cross-functionally with Sales, Product, and Support teams

**ANALYTICAL & DATA-DRIVEN MINDSET**

Strong analytical skills with ability to derive insights from customer data

Proficiency in metrics, KPIs, and data visualization tools

Ability to identify patterns and predict customer outcomes

Experience building dashboards and reporting frameworks

Strong problem-solving and root cause analysis capabilities

Comfort with ambiguity and ability to drive decisions with incomplete data

**QUALIFICATIONS**

Education:

Bachelor's degree in Business, Engineering, Computer Science, or related field

MBA or equivalent advanced business qualification (preferred)

Experience:

10+ years in customer success, account management, solutions engineering, or related roles in enterprise SaaS/Software

5+ years in a leadership role managing customer success teams

3+ years experience in Digital, Manufacturing Software, or ERP/PLM/MES environments

Proven track record of driving adoption, expansion, and retention metrics

Experience with enterprise software implementations and change management

WE DON'T NEED SUPERHEROES, JUST SUPER MINDS!

 WE’VE GOT QUITE A LOT TO OFFER. HOW ABOUT YOU?
 
 We’re Siemens. A collection of over 379,000 minds building the future, one   day at a time in over 200 countries. We're dedicated to equality and we   welcome applications that reflect the diversity of the communities we work in   across Gender, LGBTQ+, Abilities & Ethnicity. All employment decisions at   Siemens are based on qualifications, merit and business need. Bring your curiosity   and imagination, and help us shape tomorrow.
 
 Find out more about Smart Infrastructure at:   https://new.siemens.com/global/en/company/topic-areas/smart-infrastructure.html   and about Siemens careers at: www.siemens.com/careers