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Director Customer & Services (m/f/d) Customer Support & Success

  • Full-time
  • Germany

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At Taxdoo, we leverage the highest levels of tax, accounting, and tech expertise to build products and services that enable e-commerce businesses to accel and fulfill our ambition to become the gold standard in tax and accounting for European e-commerce.

At the heart of our approach is the steady commitment to prioritize our product. We seamlessly blend cutting-edge technology, extensive expertise in tax and accounting, and a profound level of empathy for our customers. This combination has resulted in the vast satisfaction and trust of thousands of customers across Europe, or as we prefer to call it “Taxdoo and Done”.

Bye, Bye, Bureaucracy” stands for our motivation to free e-commerce entrepreneurs from unnecessary processes and regulations so they can entirely focus on their core competence. We are redefining the tax and accounting industry, which requires us to make bold decisions and excel in everything we do. Even if you think you might not check every requirement of the job description, we encourage you to apply. We are more interested in your potential and passion than your previous experience.

The journey tailored for everyone

In our recruitment process, we consider applicants regardless of sex, gender identity, sexual orientation, race, color, religion, national origin, disability, or age.

We have always embraced diversity at different levels within the organization – from our employees to our products and clients.

  1. 01
    Meet the recruiter

  2. 02
    Meet the team

  3. 03
    Meet the hiring manager

  4. 04
    Meet the founder

  5. 05

What you will do

Lead the Customer & Service business unit, including the following teams
  • Drive customer outcomes
  • Define and optimize customer lifecycle
  • Build a best-in-class Customer & Services team
  • Evangelize our customers’ perspectives across the company
Drive customer outcomes
  • Minimize churn
  • Add recurring revenues through cross-sell and up-sell
  • Influence customer lifetime value by fostering product adoption (by onboarding and training), customer satisfaction, and overall health scores
Define and optimize customer lifecycle
  • Design the optimal customer journey
  • Define segmentation of customer base and adapt strategies accordingly
  • Learn from best practices in the industry
Build a best-in-class Customer & Services team
  • Recruit high-potential individual contributors and experienced leaders
  • Create rapid team-specific onboarding processes for new team members
  • Foster collaboration within the team and across the customer lifecycle
  • Drive the team’s alignment with our Purpose, Ambition, and Values
  • Introduce, measure, and manage operational metrics for each team
  • Utilize technology (e.g., Zendesk, HubSpot) to increase efficiency and effectiveness
Evangelize our customers’ perspectives across the company
  • Contribute to our ambition of becoming the gold standard in tax and accounting for European e-commerce
  • Align with Marketing around approaching existing clients
  • Align with Product around product improvements and potential for future growth
  • Align with Sales around the customer journey from onboarding to expansion, all with a focus on retention
  • Align with the Senior Leadership Team around key metrics and objectives

What you are good at

  • 5+ years experience in leadership positions at high-performing Customer & Services organizations
  • Background in B2B SaaS companies with a deep understanding of their growth drivers
  • Analytical and process-oriented mindset combined with strong empathy for customers
  • Demonstrated desire for continuous learning and improvement
  • A passionate and bold leader with the ability to inspire others
  • Excellent communication and presentation skills
  • High standards in all regards towards self and others
  • Native-like proficiency in German, high proficiency in English


Join us in saying “Bye, Bye Bureaucracy” together!

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Click & Connect

We love hearing from you. Meet the recruiter looking after this job opening and connect in case you have any future questions.
Alexandra Zarzycka
Lead Business and Talent Partner

Why Taxdoo?

We know that with great power comes great responsibility. This is why we know what’s on you, what’s on us, and what we can do together.


Whether you are a self-starter or a team player, at Taxdoo we have your back. We work hard (but happily!) to create a place where your voice is heard and your ideas will come to life - no matter how big or small they may be.


Communication is key. As every vibrant startup grows, we also have obstacles to overcome. This is exactly why we put many efforts into constantly bettering our already great feedback culture by involving our management and ensuring they are there every step of the way.


By working with innovative technologies that support an outstanding product we came with full force to build the Financial Operating System for e-commerce. Taxdoo is the place for all those great minds who wish to make an impact with their work. Because we believe that what drives real change in the world is the people that make it.

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Meet the Team

Our Department page covers all the necessary pieces to complete the puzzle.

Meet the department