Team Lead Customer Success Managers

TL;DR

Team Lead Customer Success Managers: Leading and coaching a team of Corporate Customer Success Managers to build strong customer partnerships and drive retention with an accent on managing renewal pipelines, strategic goal alignment, and team performance. Focus on scaling Customer Success operations, process improvements, and cross-functional collaboration.

Location: Hybrid work in Berlin, Germany with additional office locations in Chemnitz, Cologne, Dresden, Leipzig, and Munich.

Company

hirify.global is a Unicorn company providing an AI-native Employee Experience Platform with industry-leading AI communication channels, supporting over 2,000 customers worldwide.

What you will do

• Lead, mentor, and coach the Customer Success Manager team on best practices and complex customer interactions.
• Develop and implement training programs to enhance product expertise and commercial negotiation skills.
• Act as escalation point and strategic partner for high-value accounts.
• Drive team revenue KPIs including Gross and Net Retention Rates and manage renewal and expansion pipelines.
• Collaborate with Sales, Product, and Marketing leadership to align Customer Success strategy.
• Champion continuous process improvements and ensure quality usage of Customer Success tools.

Requirements

• Must have 3+ years in B2B SaaS Customer Success and 2+ years in a Team Lead or Senior CSM role.
• Proven experience managing renewal pipelines and driving upsell/expansion strategies.
• Strong skills in defining Customer Success processes and leveraging data analytics.
• Ability to motivate and develop a high-performing team.
• Location requirement: Based in or able to work hybrid in Berlin or other German offices.

Culture & Benefits

• Competitive compensation including Long Term Incentive Plan (LTIP).
• Flexible working time models with hybrid work option and yearly flex work allowance.
• 31 vacation days annually plus pro rata paid Fridays off in August.
• Monthly wellbeing allowance for fitness, mental health, and hobbies.
• Company pension scheme and one volunteer day off per year.