Team Lead, Customer Success Managers (AI)

TL;DR

Team Lead, Customer Success Managers (AI): Leading and coaching a high-performing team of Corporate CSMs to build customer partnerships, drive retention, and maximize value realization with an accent on managing renewal and expansion pipelines, and achieving revenue KPIs. Focus on scaling Customer Success operations, enhancing team skills in commercial negotiations, and translating company strategy into actionable team execution.

Location: This role is based in Cologne, Germany, with options for hybrid work. Also available in Berlin, Chemnitz, Dresden, Leipzig, and Munich.

Company

hirify.global is a Unicorn company creating an AI-native Employee Experience Platform with industry-leading AI communications channels.

What you will do

• Lead, mentor, and coach the CSM team on best practices for customer relationship building, strategic goal alignment, and complex customer interactions.
• Develop and implement targeted training programs to enhance team skills in product expertise, commercial negotiations, and expansion identification.
• Act as the primary escalation point and strategic sparring partner for CSMs on high-value or high-risk accounts.
• 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 weekly forecasts and strategic commentary to senior leadership.
• Identify, document, and champion continuous process improvements across the customer growth lifecycle.

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 at scale.
• Experience defining and optimizing Customer Success processes and leveraging data (customer health scores, usage analytics) to manage team performance.
• Demonstrated ability to motivate, coach, and develop a team to achieve ambitious targets.
• English: B2 required

Culture & Benefits

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