Head of Customer Success (m/w/d)

The role has three parts: expert voice on how AV1 fits into the German education system, hands-on work with our strategic customers, and building and leading the Customer Success team across Germany.

What You'll Do — Scope & Responsibilities

• Working with our most important customers:Work directly with our biggest customers, and with the schools and municipalities we're hoping to win, helping with larger, longer-term contracts. Be a trusted advisor to education leaders on funding and how to successfully introduce AV1, and build relationships with people inside those organisations who'll champion it.

• Being our expert on the German education system:Build a deep understanding of the German school system, who the key people are, and how funding works across the different states. Represent No Isolation at sector events and with key contacts, and help us understand what German schools, municipalities, and states actually need from AV1.

• How Customer Success works in Germany:Decide how Customer Success should work in Germany, building on what already works well elsewhere in the company. Improve how we onboard and manage customers, and find simple ways to track how they're doing so we catch problems early.

• Team leadership:Build and lead the Customer Success team across Germany - recruitment, coaching, objective-setting, and performance management. Hold regular one-on-one meetings, manage workload and allocation fairly, and represent the team's needs to the Director of Customer Success.

• Helping shape Customer Success across No Isolation: Work closely with the Director of Customer Success and leaders in other countries, sharing what you learn from the German market to help shape how Customer Success works across the company.

What You Bring — Experience & Capabilities

• Education leadership background:15+ years in the education sector, including leadership experience as a Headteacher, Deputy Head, Curriculum Lead and/or senior leadership experience within a municipality.

• Specialism in an area of need:Experience in an area such as interventions or Special Educational Needs is a strong advantage, along with a sound understanding of persistent absence and its impact on schools, children, and families.

• German education system expertise:Strong understanding of interventions and provisions within German schools, and how funding, structures, and practices vary across states.

• Team leadership experience:Experience leading, managing, and developing a team, ideally within a customer-facing or education-related function — including setting goals, giving feedback, and managing performance fairly.

• Stakeholder & relationship-building:A trustworthy, confident communicator able to build relationships across schools, municipalities, and charities, from frontline educators to senior decision-makers.

• Openness to commercial work:Comfortable having conversations with customers about upgrading or expanding their use of AV1 — you don't need a sales background, just a willingness to work in that space alongside a Sales person.

• Technology in education:Experience using technology to enhance learning or school operations.

• Language:Native or near-native (C1/C2) German, with good written and spoken English.

Why You'll Love It Here

• Impact at scale:You're still in education, still shaping how children experience learning and belonging - just from a different perspective, and across far more schools at one time.

• Low bureaucracy:Less paperwork, more time actually impacting the educational sector.

• Ownership:You're building the Customer Success area for Germany - the team, how we work, and the customer relationships that come with it.

• A team of education experts:You'll report to our Director of Customer Success, Simone, an experienced school leader, and be part of a Customer Success team with educational backgrounds across our Oslo, Munich, and London offices.

• Growth opportunities:As a company we're continuously evolving - this role comes with room to grow it further as we expand across Germany.

• Flexibility:A hybrid setup with work from home available, flexible working around core hours (10:00–15:00), and regular travel to visit customers and partners.

• A bonus scheme.

• Public transport ticket.

• Mobile phone and Internet subscription.

• Possibility of car leasing through salary sacrifice-JobAuto.

• Regular company socials and an annual trip away together.

Location & Practicalities

Location: Munich or surrounding area. The role is hybrid with expectation to work from the Munich office minimum twice a week, with regular travel to visit customers and partners across the country, and occasional trips to our Oslo office.