Customer Success Team Lead, German-speaking

This is a fully remote position, open to applicants in Germany, +3 more countries.

📋 Description

• Supervise the Customer Success Managers by conducting regular one-on-ones, providing structured feedback, contributing to performance reviews, and creating individual development plans.

• Take charge of the onboarding process for new Customer Success Managers (CSMs).

• Distribute customer accounts and oversee team workload.

• Conduct team health assessments that focus on at-risk accounts, renewals, and onboarding obstacles.

• Handle customer escalations within the CSM account assignments.

• Keep the CSM playbook updated and maintained.

• Determine which CSM workflows are suitable for automation and develop AI agents and automations.

• Mentor CSMs on frameworks and service upselling techniques.

• Oversee the team's upsell pipeline and be accountable for the team's upsell metrics.

• Manage a personal customer portfolio through implementation, preparing for audits, ensuring ongoing compliance, and facilitating upsells.

• Function as a player-coach, dedicating 60–70% of your time directly engaging with customers and 30–40% on management responsibilities.

⛳️ Requirements

• A minimum of 1 year of experience in managing or formally coaching Customer Success Managers.

• At least 4 years of experience as a Customer Success Manager in the B2B SaaS sector.

• Preferably, experience working with mid-market or DACH Mittelstand clients.

• Proficiency in both German and English.

• Experience achieving upsell or Net Revenue Retention (NRR) targets and coaching others to meet similar objectives.

• Proven experience in creating automations or AI workflows, rather than just utilizing chat tools.

• A structured and straightforward feedback approach.

• Capable of conducting performance discussions autonomously.

• Ability to thrive in a written-first remote working environment.

• High sense of ownership with minimal need for real-time supervision.

• Nice to have: background in compliance, information security, or Governance, Risk, and Compliance (GRC), especially ISO 27001 or TISAX.

• Nice to have: experience in designing or refining a CSM onboarding program.

• Nice to have: experience in a fully remote team of comparable size.

• Must reside in or be prepared to relocate independently to Germany, Austria, the United Kingdom, or Poland.

• Must have legal authorization to work in the designated location without requiring visa sponsorship.

🏝️ Benefits

• 100% remote work with a virtual office in Gather.

• Competitive local salaries that are at or above market standards.

• Generous equity package.

• Direct access to exceptional mentors.

• €1,000 annual budget for personal development.

• Home office budget.

• Access to co-working spaces.

• 26 days of vacation plus local public holidays.

• Annual retreat.

• Company-wide events.

• Latest technology equipment, including MacBook, monitors, and headphones.

• Company-covered travel for the final in-person lunch.