1 день назад
Team Lead, Customer Success (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Team Lead, Customer Success (SaaS): Leading and developing a team of Customer Success Managers while managing strategic accounts and improving retention, adoption, and expansion with an accent on escalation management, consultative customer relationships, and repeatable success processes. Focus on preventing churn, designing health-scoring and renewal systems, developing CSMs, and coordinating Sales, Product, Support, and Engineering around enterprise customers.
Location: Based in the Munich or Madrid office, or onsite with customers across Europe; hybrid work with up to 2 days per week from home.
Competitive base salary plus a CS performance component tied to retention, expansion, and adoption KPIs.
Company
AI-powered SaaS solutions support transparency, efficiency, and trust across global companies’ value chains through a multi-tenant cloud platform.
What you will do
- Lead, coach, and develop a team of 6–8 Customer Success Managers.
- Manage a small portfolio of strategic accounts as a player-coach.
- Own retention, churn prevention, renewals, adoption, and expansion outcomes.
- Handle escalations and at-risk accounts while establishing repeatable prevention practices.
- Design success plans, health scoring, renewal cadences, feedback loops, and escalation playbooks.
- Coordinate Sales, Product, Support, and Engineering around customer needs and product feedback.
Requirements
- 5+ years of experience in B2B SaaS Customer Success, Technical Account Management, or management consulting.
- Proven people-management experience; this is not a first-time leadership role.
- Track record of preventing churn, turning around at-risk accounts, and developing CSMs.
- Technical fluency in SaaS implementation, integration, and data concepts.
- Ability to work hands-on with strategic accounts and design processes in an ambiguous, high-growth environment.
- Fluent English required; Spanish or German is a plus.
Nice to have
- Spanish or German language skills.
- Experience with AI-augmented enterprise Customer Success.
Culture & Benefits
- Ownership of the account portfolio, customer-success processes, and topic areas.
- Budget for AI tooling and a mandate to develop AI-augmented enterprise Customer Success.
- Support from senior leadership, an Academy team, and Professional Services.
- Career paths into CS strategy, strategic account roles, or broader commercial leadership.
- Competitive base salary with performance-based compensation.
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