Team Lead, Customer Success Managers

TL;DR

Team Lead, Customer Success Managers: Leading and coaching a team of Corporate CSMs to build customer partnerships, drive retention, and maximize value from the hirify.global platform with an accent on scaling Customer Success operations and maintaining high team performance. Focus on translating company strategy into actionable team execution and managing collective revenue KPIs like GRR and NRR.

Location: Dresden, Germany, with option for hybrid work. Also available in Berlin, Chemnitz, Cologne, Leipzig, and Munich, Germany.

Company

hirify.global is a Unicorn company providing an AI-native Employee Experience Platform that offers industry-leading communication channels to connect and empower employees.

What you will do

• Lead, mentor, and coach the CSM team on best practices for 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 and strategic partner for CSMs on high-value or high-risk accounts.
• Participate in recruitment and 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 and provide accurate forecasts.

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 driving upsell/expansion strategies at scale.
• Experience defining and optimizing Customer Success processes and leveraging data for performance management.
• Demonstrated ability to motivate, coach, and develop a team to achieve ambitious targets.

Culture & Benefits

• Competitive compensation including LTIP (unit-based Long Term Incentive Plan).
• Flexible working time models and hybrid work option, supported by 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 to mental health, hobbies to relaxation.
• Company pension scheme.
• One day off per year for supporting a social project.