Kai Horstmannshoff

About

Leading Onboarding, Account Management and Customer Success for Hyperscale organisations | €100M+ ARR ownership | Commercial CS (Net Retention and Upsell Targets) | AI & Enterprise SaaS 🤖🚀 👷🏻‍♂️ Building and leading Customer Success and Sales teams with a strong operational foundation. My experience spans designing scalable success functions, architecting efficient internal workflows, building playbooks and standardizing processes, tools and systems to support sustainable hypergrowth. The teams I lead are built for change - structured through clear documentation, continuous upskilling, and fast adaptation of new technology, underpinned by strong enablement, rigorous process design, and scalable automation principles. 🎯 Surpassed bookings, revenue and net retention targets in every role. Protected and consistently grew client portfolios with >100mio ARR. Repeatedly surpassed quarterly retention by 10% compared to company averages. Improved pipeline hygiene, forecast accuracy, up-/cross-sell revenue, and CSM capacity in every position. 👨🏻‍🏫 Focused on training and mentoring the people who report to me to ensure they learn and improve consistently, own their assignments, targets and responsibilities and find a sense of accomplishment in their work. The teams and managers I hire and train have a clear understanding of how they contribute to company objectives, meet and exceed targets, have low turnover, and have high employee NPS scores. Specialities: Customer Success Strategy ∣ Sales ∣ Team Leadership ∣ GTM Engineering ∣ Process Automation ∣ Strategic Account Management ∣ Renewal and Contract Negotiations ∣ Team Building and Development ∣ Coaching ∣ Mentoring ∣ Forecasting and Budgeting ∣ Upsells and Cross-Sells

Company history

1. 
   HootsuiteSenior Manager, Customer Success2019-04 – 2020-03 · 11 mo
2. 
   AircallHead of Customer Success2021-01 – 2022-02 · 1y 1mo
3. 
   GoogleOnboarding Specialist (via TVO)2014-04 – 2015-07 · 1y 3mo
4. 
   AircallSenior Manager, Customer Success2020-02 – 2021-01 · 11 mo
5. 
   Freie Universität BerlinPhD and Lecturer2011-10 – 2015-05 · 3y 7mo
6. 
   HootsuiteOnboarding Specialist2015-09 – 2016-04 · 7 mo
7. 
   Heidi HealthHead of Customer Success2026-04 – present · 4 mo
8. 
   HootsuiteManager, Customer Success2016-11 – 2019-04 · 2y 5mo
9. 
   AircallDirector of Customer Success and Key Accounts2022-01 – 2023-07 · 1y 6mo
10. 
    HootsuiteManager, Commercial Customer Success2016-04 – 2016-11 · 7 mo
11. 
    AircallSenior Director of Customer Success, Account Management and GTM Engineering 2023-07 – 2026-04 · 2y 9mo

Skills

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