Customer Success Team Lead

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success Team Lead in Germany.

This role sits at the heart of a fast-scaling SaaS environment focused on transforming how teams manage approvals and collaboration workflows. You will shape and elevate the Customer Success function during a key organizational transition, separating success-driven activities from commercial account management. Acting as a player-coach, you will manage a high-value DACH customer portfolio while defining scalable success standards across the team. Your work will directly influence customer retention, product adoption, and long-term value realization. You will collaborate closely with RevOps, Product, and Account Management to build a seamless customer journey. This is a highly strategic yet hands-on role for someone who thrives in fast-moving, remote-first environments.

You will define and operationalize the Customer Success framework, building scalable processes for onboarding, adoption, and customer health management. You will lead a DACH portfolio while setting best practices for the broader CS team, ensuring consistent value delivery across accounts.

• Design and implement the CS operating model, including onboarding flows, health scoring, and success metrics in collaboration with RevOps
• Lead high-touch customer management for strategic accounts, ensuring strong adoption, retention, and expansion signals
• Establish structured QBRs and value narratives that clearly demonstrate customer ROI and business impact
• Develop proactive churn prevention and risk management systems to identify and mitigate potential retention issues early
• Act as a key bridge between Customer Success, Account Management, and Product teams to ensure seamless collaboration and feedback loops
• Coach and enable CS team members through structured cadences, portfolio reviews, and performance discussions
• Drive continuous improvement of CS playbooks, processes, and tooling to scale operational efficiency

Requirements:

You bring strong experience in Customer Success within SaaS or high-growth environments, with a track record of driving retention, improving customer outcomes, and working in structured, data-driven ways. You are ready to step into leadership, combining hands-on execution with team enablement and strategic thinking.

• 3–5+ years of experience in Customer Success, including ownership of retention metrics such as GRR and NRR
• Proven ability to manage high-value customer portfolios and deliver structured QBRs and success planning
• First experience in mentoring or leading CS team members, ideally in a remote or scaling environment
• Strong understanding of SaaS metrics, customer lifecycle management, and value-based customer engagement
• Experience building or improving scalable CS processes such as onboarding, risk management, or playbooks
• Excellent analytical and problem-solving skills with a proactive, prevention-focused mindset
• Fluent professional proficiency in German and English (additional languages are a plus)
• Strong communication and stakeholder management skills with high emotional intelligence
• Comfortable working in fully remote, async-friendly international environments

Benefits:

• Fully remote role within a flexible, global work environment
• Generous vacation allowance, including additional personal and holiday leave
• Annual home office and equipment budget to support your setup
• Personal development and learning budget to support career growth
• Annual team retreats and opportunities for in-person collaboration
• Strong emphasis on work-life balance with flexible scheduling
• Volunteer/charity day to support causes you care about
• Collaborative, high-trust culture with low bureaucracy and strong autonomy
• Opportunity to shape and define a growing Customer Success function