IESE Business School

Hochschule Wismar

University of Sunderland

Euro-Business-College Bielefeld

Head of Customer Success UK, DACH & Scandinavia - MBA…

As a Chief Customer Officer I carry responsibility for building a fully digital Customer Success organisation driving 2 metrics (above many others): 
1. Customer Outcomes shortly after activation
2. Customer Expansion. 
I look forward to building a best-in-class CS Organisation and working with such a skilled management team. I also am thrilled by the opportunity to drive the digital transformation in production companies.

AR-Experts GmbH

Chief Customer Officer

Meine Kunden arbeiten mit mir zusammen, um ihre Vertriebsmitarbeitenden nachhaltig und messbar zu schulen und ihre Umsätze zu steigern.

LH Mgmt & Sales GmbH

Geschäftsführender Gesellschafter, Vertriebstrainer und -berater

Als zertifizierter Verkaufstrainer bei INtem spezialisiere ich mich auf die Schulung und Weiterentwicklung von Führungskräften, Senior-Managern und Sales-Talenten.
Mit maßgeschneiderten Trainingsprogrammen helfe ich dabei, Vertriebsteams zu stärken, Verkaufsstrategien zu optimieren und nachhaltigen Geschäftserfolg zu erzielen. Meine Expertise steht allen Experten zur Verfügung, die von meiner langjährigen Erfahrung im Vertrieb profitieren möchten.

INtem Trainergruppe Seßler & Partner GmbH

Partner der INtem-Gruppe

In addition to my own company (Linus-Success) I support cofenster and their CS team. 
My main focus is to manage Enterprise clients and challenging renewals.

cofenster

Renewal Manager

Als Gründungsmitglied des gemeinnützigen Vereines "Erste Generation" gestalte ich die Vertriebs- und Verwaltungsprozesse und kümmere mich um Organisation und Fundraising.

Erste Generation

Volunteering / Co-Founder

At Peakora I lead the Customer Success related programs and work with our clients to help them achieve their business goals through Customer Success.

Peakora

Customer Success Expert & Coach

🌟 Business Owner at Linus Success: Empowering B2B SaaS Companies to Master Customer Success 🌟

Hi there! I'm the proud business owner of Linus Success, where I specialize in helping B2B SaaS companies master the art of Customer Success. With a proven track record and a wealth of experience under my belt, I'm committed to delivering exceptional results for my clients.

✅ Results You Can Expect:

Increased revenue from existing clients
Reduced churn rate
Enhanced Customer Satisfaction (CSAT) scores
Improved efficiency for Customer Success teams
Elevated team sentiment
🔥 My Background:
As the former Head of Customer Success at Dropbox and VP of Customer Success at Sherpany, I've been fortunate enough to lead and grow talented teams dedicated to ensuring customer satisfaction and long-term success. My hands-on experience in building and nurturing high-performing teams has honed my skills in leadership, strategy, and problem-solving, enabling me to deliver impactful results for clients.

🚀 Let's Partner for Success:
With a deep understanding of the unique challenges and opportunities that B2B SaaS companies face, I'm excited to work with you to unlock the full potential of your Customer Success efforts. Together, we'll create a tailored plan that fosters growth and cultivates lasting relationships with your clients.

Ready to embark on a journey towards unparalleled Customer Success? Let's connect and start achieving remarkable results! 🌟

Linus Success

Customer Success Expert (Managing Partner)

Stenner AG

Member Of The Board Of Advisors

As VP Customer Success I enable, motivate and grow my teams, which are responsible for all customer-related activities post-sales, including commercial and contractual aspects as well as customer support. 
The responsibilities stretch from long term strategy formulation to execution with the relevant teams and stakeholders. 
I am an experienced and well-educated IT and SaaS enthusiast, focussing on customers. I am confident that my people first approach impacts our success immensely. 
At Sherpany it is our mission to make every meeting count. We help our customers by offering training for people, improvements for the meeting process and a state of the art technology.
Should you want to improve the way you run meetings at your company or NGO, please reach out. We’d be delighted to help.

SHERPANY

Vice President of Customer Success

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Grow and lead the Customer Success team - Increase value for customers
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As a team manger for our customer success teams managing Dropbox Business customers in the UK, Ireland,  Germany, Austria and Switzerland (aka DACH) as well as Scandinavia I am responsible for customer life time value by driving successful deployment, adoption and renewal of our outbound customers. 
I enable my team to scale their activities and ensure their growth. Internally I ensure or facilitate stakeholder alignment. 
I ensure consistent processes, the innovation of these, operational excellence as well as business predictability.


WHAT I DO:

■ Lead a team of customer success managers
■ Continue to shape the playbook for customer success in SaaS
■ By owning customer lifetime value, we specifically manage all customer stages from onboarding through account management and upsell to renewal

In addition to those activities I occasionally represent Dropbox at conferences, press events and public speaking engagement.

Dropbox

Head of Customer Success UK, DACH & Scandinavia - Lead the team, maximise customer lifetime value

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Growing and leading the Customer Success team - Increase customer satisfaction and usage
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As a team manger for our customer success teams managing Dropbox Business customers in Germany, Austria and Switzerland (aka DACH) as well as Scandinavia I am responsible for customer life time value by driving successful deployment, adoption and renewal of our outbound customers. My team looks after a 3 digit number of customer, while I manage some large key accounts directly.
While growing the number of of people on my team, reporting into myself, I also ensure transparent and consistent processes and a wholistic approach to the task. This ensures operational excellence as well as business predictability. 
 
 
WHAT I DO:
 
■ Lead a team of customer success managers
■ Manage strategic key account customers directly
■ Shape the playbook for customer success in SaaS
■ By owning customer lifetime value, I specifically manage all customer stages from onboarding through account management and upsell to renewal
 
I discover user cases in customers organisations that can be simplified, automated and made faster. I also help customers to quantify the ROI by supporting value studies. Last but not least I help to integrate Dropbox as a service into 3rd party apps. 

I also inspire and lead my team to do the same for their accounts. By scaling and standardising our approach I help the business to generate predictable revenue.

Head of Customer Success DACH & Scandinavia -Grow & lead the team, ensure customer satisfaction

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Pioneering and building the customer success processes and systems in EMEA
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As a Customer Success Manager, I am the single point of contact for international group clients with more than 2.500 employees, providing a smooth and successful deployment of cloud services at the touch of a button. This involves working together with clients to simplify their internal processes, workflows, and communication, ensuring that the set objectives are met, the added value of the product solutions are fully understood and accepted by everyone throughout the organisation, and ultimately that the forecasted ROI is accomplished.

My role implies a mix of business consulting and sales, as well as supporting the clients with their change management initiatives to successfully implement Dropbox business solutions. I change the way people collaborate and work together, which in itself brings a cultural change. But I also create a more trustworthy work environment, increasing efficiency, and boosting team confidence.

It’s more than just implementing new technological solutions. Even though I am challenged to provide enterprise-ready processes in very short time, it’s about making an impact in the corporate world, transforming businesses, and helping group clients become more innovative, and thus more attractive for young talents.

Head of Customer Success DACH │ Consulting&Sales │ Change Management │ Business Process Development

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Amongst the leading Software Developers of ECM Systems
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The past years have been extremely busy, as I have navigated complex challenges in each assignment. The time has also been very satisfying. I have enjoyed the international diversity of challenges and have been able to deliver results beyond expectations.

I managed indirect and direct sales for ECM Systems, offering first-class customer service and support to international corporate customers, including Kuwait, Saudi Arabia, Sweden, and Denmark.

I provided technological consultancy and assess corporate clients in how they can:

■ Control and optimise specific business processes
■ Boost efficiency by virtual reproduction of real business processes
■ Integrate ECM Systems into the business process management software
■ Increase competitiveness by time-efficient management of repeating processes

I created new synergies through strategic partnerships that contribute to a value-added service, as well as administering existing partnerships with globally renowned IT companies.

By forging innovative ideas into business activities, I have been able to give an impulse for the development of new products and services to support decision-making, performance, and business development, especially in the sales and marketing approach.

ACHIEVEMENT

★★ AWARDED BEST EMPLOYEE, 2015. I surpassed sales objectives by 20% in volume and quantity in 2015. ★★

★★ 2nd BEST EMPLOYEE for incoming orders in 2014 and 2015. ★★

★★ Increased sales by 25% in 2015. Grew customer base by 15% since 2013. ★★

windream GmbH

Area Sales Manager │ Indirect & Direct Sales │ Client Management │ ECM Systems │ CRM Systems

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Consultancy in Process Design and Implementation of IT Solutions, CRM, Project Management
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I stepped in to support Senior Consultants in leading high-calibre projects interlaced with significant difficulties. I also built strong customer relationships, balancing financial realities and strategic goals.

Highlights included:

■ For an IT company with more than 1.000 employees, I designed the strategic action plans in line with value-chain processes to realign and change the organisational structure—a formal design of managerial hierarchies, setting forth both reporting relationships and information flows. It formed the base upon which operational policies were created. The structure impacted its ability to deliver great customer experiences. By applying the RACI Matrix and by effectively leading operations and change management initiatives, I exploited synergies, increased operational efficiency, and boosted customer satisfaction.

■ Enhanced the sales performance dashboards—sales reporting and controlling—by employing an individually customised CRM System. This resulted in a higher transparency and the innovative customer interaction technology at all touchpoints helped differentiate the customer experience from competitors and increase conversion rates.

■ Directed the implementation of digital workflow systems in the best interests of all stakeholders of the research institute, overseeing the digitalisation of internal administrative processes.

As a ♛ Culinary Enthusiast ♛, I baked Los Natas (I absolutely ♥ them) for my lovely work colleagues every Friday. ツ

affinis consulting GmbH

Consultant Technology Solutions │ Project Manager │ Change Management │ Business Process Improvement

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Leading provider of complete solutions for company-wide printing workflows in the B2B sector
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As I advanced within the company, my scope of responsibilities increased and I joined the Project & Solution Business department. I built and maintained strong, long-lasting customer relationships with key stakeholders, including DAX-listed companies. I implemented the sales strategies in line with the strategic business objectives, providing consultancy and commercialisation of Print-Management Concepts, IT Services, and Software Solutions.

I managed multi-million-euro projects, and was the responsible Bid Manager for worldwide Print-Management Concepts and IT Projects.

Other sales representatives of the company received my full support with major projects that required advanced, complex solutions. A strong, mutual collaboration and interaction with all divisions and with interdisciplinary expert teams was key to share prosperity and growth.

By conducting competitor analyses and observing and evaluating the global market situation, I gave an impulse to innovative proposals to promote more targeted services and products.

ACHIEVEMENT

★★ I created, developed, and designed a ready-for-sale consulting service that later became an important integral component of the value chain, which considerably accelerated the sales performance of the company’s core business and other cross-selling products. ★★

Konica Minolta Business Solutions Deutschland GmbH

Consulting Expert │ Bid Manager │ Key Account Management │ Service Innovation

As an Independent Consultant, I worked for businesses on a project-by-project basis, advising executive management teams on the development of corporate sales strategies and concepts that facilitated a successful and effective sales cycle management for actionable insights.

I also produced marketing documents and provided support on trade fairs and customer acquisition service for different clients.

Freelancer

Freelance Consultant │ Corporate Sales & Marketing Strategy │ Business Development │ Global Markets

In recognition of my outstanding performance as a Trainee, I was offered to fill a position as part of an internal job advertisement. Konica Minolta generously provided me with the resources, training, and countless opportunities to broaden my value and expertise.

I was a Sales Consultant for regional small and medium-sized enterprises, helping them solve complex, dynamic operations problems, as well as identifying opportunities. I directed hardware and software projects that encompassed nationwide rollout.

My responsibilities included to manage the complete sales cycle and all customer service activities—from the initial customer needs assessment to the elaboration and completion of solutions and concepts, ensuring timely and successful service delivery. The acquisition of new customers and an intense and systematic care of existing customers was also part of the role.

Throughout all projects, I have always been the point of intersection between the client and the company, communicating and tracking the progress, as well as coordinating, facilitating, and operating across internal teams to meet the technological requirements in design, development, and usability in its intended environment.

I also controlled the external software suppliers and oversaw the software testing phases.

Additionally, I was appointed to plan and execute internal training programmes, and mentor new and professionally experienced sales representatives.

Solution Sales │ Sales Software Solutions │ Customer Acquisition & Retention │ Mentor

I started at Konica Minolta with a 12-month Trainee Programme to become a Certified Sales Consultant. I completed the training within only 6 weeks.

Solution Trainee │ Direct Sales │ Certified Sales Consultant

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Global Supplier of Fragrances, Flavourings, and Nutritional Ingredients │ 8.160 employees │38 global locations
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I mixed all kinds of different flavours to identify the core products of the global company portfolio. This has facilitated a cleaning and optimisation of the database, achieving tidy and coherent data, and eliminating system duplications.

Symrise

Internship in Spain │ Database Administration

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Government Agency that protects and conserves the natural environment, Aboriginal country, culture, and heritage.
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My 2-month internship was enabled by a partnership of Horsham Secondary College, Australia, and the grammar school König-Wilhelm-Gymnasium Höxter, Germany. The stay abroad in an Australian host family was an excellent and very enriching experience.

At the local government agency, I was able to contribute to the analysis, development, design, and optimisation of their very first comprehensive administration process, used by all staff to control and improve performance of daily systems operations.

This experience had triggered my passion for improving internal company processes and operations with the help of technological solutions that has later evolved to become my professional career.

Linus 🚀 Haferkemper