About the Position

Head of Customer Success & Operations (m/w/d)

Location: München, Germany

Employment Type: Vollzeit (FULL_TIME)

Work Location: On-site (Landsberger Str. 94, 80339 München)

Responsibilities

Customer Success: Oversee Customer Success for our fleet accounts, driving retention, expansion, and partner relationships.
Operations & Risk Management: Manage operations and risk management processes including payment checks, fraud prevention, KYC/AML, and settlement accuracy.
Team Building: Build and develop a high-performing team of Customer Success Managers, Support, and Operations staff.
Operational Excellence: Drive operational excellence through process automation, self-service flows, and scaling of ryd fleet partner accounts.
Collaboration: Work closely with Finance/CFO on payment health, risk assessment, and compliance (PSD2, AML/KYC). Coordinate closely with GTM Engineer.
Performance Metrics: Aim for a Net Revenue Retention (NRR) of >110% and a churn rate of <20% annually through proactive account management and targeted upsell strategies.
Ownership: Full ownership from day one – your team, your metrics, your strategy. Direct reporting line to the CEO.

Requirements

Experience: 8–12+ years in B2B-SaaS Customer Success & Operations, Fintech/Payment Operations, or B2B2C platforms.
Leadership: Proven success in scaling teams (3–5+ years in leadership roles) with measurable results in retention, expansion, and operational efficiency.
Technical Knowledge: Deep understanding of payment systems, settlement cycles, risk management, and regulatory compliance (PSD2, AML/KYC).
Data-Driven: Data-driven mindset – think in metrics (NRR, Churn, Payment Accuracy), not intuition.
Communication: Excellent German and English skills (written and spoken); ability to communicate with C-Level, operational teams, and fleet customers.
Ambiguity Handling: Comfortable with ambiguity and enjoy building processes in a scale-up environment.

Nice to Have

Experience in a similar role within the mobile payment or fintech industry.

We Offer

Professional Growth: Join us as we evolve from a start-up to a scale-up, and help shape the future of CS & Operations at ryd.
Competitive Compensation: Attractive salary, company pension plan, and a solid budget for hiring top talent and acquiring necessary tools.
Onboarding: Comprehensive onboarding package and buddy program – you’ll have a team buddy and a cross-functional buddy from day one.
Development: Investment in your development – mentoring by the leadership team, coaching for scaling operations, and continuous learning opportunities.
Learning Budget: Annual budget for your professional development – write your own success story.
Flexibility: RydFlex – work up to 6 weeks per year from anywhere in the EU.
Wellness: EGYM Wellpass
Pet-Friendly: Dog-friendly office

About the Company

ryd GmbH is a leading European mobile payment company specializing in ryd pay.

With ryd, you can pay at gas stations via app or infotainment system directly from your car – fast, convenient, and secure. In addition to the ryd app, ryd pay inside enables easy integration of ryd for third-party providers such as navigation systems, car manufacturers, or smartphone apps. Today, ryd is the largest European B2C network for digital fueling. Whether it’s fueling, charging, or parking, the open ryd platform is growing with no limits.

Financially and strategically supported by AXA, bp, Mastercard, and Mercedes-Benz, international corporations from ryd’s business areas: Mobility, Finance, Energy, and Insurance.

Founded in 2014 in Munich, ryd has been growing continuously and currently employs 70 staff across locations in Germany and Portugal. We are looking for motivated new team members to support our further European growth.

Head of Customer Success & Operations (m/w/d)

Job description