Teamlead Customer Success Management

This is a fully remote position, open to applicants in Germany.

📋 Description

• Oversee and enhance essential Customer Success Management (CSM) metrics, including retention rate, Net Promoter Score, churn prevention, and customer satisfaction.

• Conduct frequent quality management and feedback sessions aimed at refining the customer journey and implementing optimization strategies.

• Collaborate with the operations team and leaders in occupational safety and medicine to guarantee seamless service delivery.

• Ensure exceptional operational performance and customer support.

• Assist with invoice inquiries and adeptly manage complaint resolution.

• Work in conjunction with executive management and the Head of Engineering to integrate customer feedback into product offerings.

• Provide both functional and disciplinary leadership for the entire Customer Success team.

• Proactively influence team culture.

• Create recruitment channels and engage in the interview process.

• Assume strategic responsibility for the training and development of the team.

• Partner with executive management to establish a progressive vision for the CSM area.

• Strategically nurture existing customer relationships and relevant areas of the kaer portfolio.

• Recognize and capitalize on up- and cross-selling opportunities within the current customer base.

• Participate as the CSM Teamlead in strategic key-account meetings.

⛳️ Requirements

• Inspiring functional and disciplinary leadership of a Customer Success team.

• A hands-on approach with a strong focus on solution-oriented outcomes.

• Capability to monitor and enhance CSM metrics.

• Experience or expertise in Customer Experience, negotiation, and agile methodologies.

• Proficiency in recruitment, conducting interviews, and facilitating employee training and development.

• Ability to strategically cultivate customer relationships.

• Skill in identifying and maximizing up- and cross-selling opportunities.

• Expertise in managing strategic key-account meetings.

• Willingness to collaborate closely with executive management, operations, and engineering teams.

🏝️ Benefits

• Flexible working arrangements.

• The freedom to work fully remotely from anywhere in Germany.

• Modern, fully digital equipment (hardware & software).

• 31 days of vacation.

• Personalized onboarding experience.

• Regular team events.