Team Lead, Customer Success Managers (SaaS, AI)

TL;DR

Team Lead, Customer Success Managers (SaaS, AI): Leading and coaching a high-performing team of Corporate CSMs to drive long-term customer retention and maximize value realization with an accent on strategic goal alignment and commercial negotiations. Focus on managing renewal and expansion pipelines, driving collective revenue KPIs like GRR and NRR, and championing process improvements across the customer growth lifecycle.

Location: Hybrid in Chemnitz, Berlin, Cologne, Dresden, Leipzig, or Munich (Germany)

Company

hirify.global is a Unicorn company providing an AI-native Employee Experience Platform, headquartered in Chemnitz, Germany, and New York City, serving over 2,000 customers globally.

What you will do

• Lead, mentor, and coach the Customer Success Managers (CSM) team on customer relationship building and strategic goal alignment.
• Develop and implement training programs to enhance team skills in product expertise and commercial negotiations.
• Act as the primary escalation point for high-value or high-risk accounts.
• Actively participate in the recruitment and successful onboarding of new CSMs.
• Own and drive the team’s collective revenue KPIs, including Gross Retention Rate (GRR) and Net Retention Rate (NRR).
• Manage the team's consolidated renewal and expansion pipeline, providing accurate forecasts to senior leadership.

Requirements

• 3+ years of experience in a B2B SaaS Customer Success role.
• 2+ years in a Team Lead, Management, or Senior/Strategic CSM role involving coaching and performance oversight.
• Proven track record of managing renewal pipelines and successfully driving upsell/expansion strategies.
• Experience defining and optimizing Customer Success processes and leveraging data for team performance.
• Demonstrated ability to motivate, coach, and develop a team to achieve ambitious targets.

Culture & Benefits

• Competitive compensation including a Long Term Incentive Plan (LTIP).
• Flexible working time models and hybrid work options with a yearly flex work allowance of €1560.
• 31 vacation days annually (including one floating holiday) plus pro rata fully paid Fridays off during August.
• Monthly Wellbeing Allowance of €35 for fitness, mental health, hobbies, or relaxation.
• Company pension scheme.
• One volunteer day off per year for social projects.