Team Lead (Customer Success)

TL;DR

Team Lead (Customer Success): Leading and mentoring a Customer Success team to optimize onboarding and adoption journeys and champion customer needs across departments, with an accent on scalable relationship management, technical expertise, and campaign optimization. Focus on managing customer portfolios, driving value realization through data-driven insights, and providing technical guidance in digital fundraising.

Location: Remote within Germany or from the Berlin office.

Company

hirify.global develops technology that supports organizations like Save the Children International and WWF in making charitable giving more cost-efficient, donor-friendly, and successful.

What you will do

• Lead, mentor, and empower a team of 4 Customer Success Managers, fostering their growth in relationship management and technical expertise.
• Drive a proactive, customer-centric team culture through 1:1s, performance reviews, and coaching.
• Support CSMs in managing customer portfolios, leveraging data-driven insights to assure value realization and identify risks.
• Optimize structured customer journeys for onboarding and adoption, and strengthen self-service resources.
• Provide technical guidance, support escalations, and deliver best practices in digital fundraising.
• Track team performance through KPIs and analyze the team portfolio.

Requirements

• Strong written and verbal command of English and German (C1).
• Technical background (university degree, bootcamps, or relevant work experience).
• Several years of Customer Success or Client Services experience in SaaS, digital fundraising, or payment service providers, including 2-3 years in a leadership role.
• Knowledge of SaaS, payment technologies, APIs, and integrations; programming skills are advantageous.
• Familiarity with digital fundraising workflows, marketing automation, and customer engagement strategies.
• Strong leadership skills with a focus on coaching and team development.

Nice to have

• Strong command of French or Dutch.

Culture & Benefits

• Flexible work schedules with annual working time and temporary working abroad options in a remote-first setup.
• 5 weeks paid annual leave plus additional PTO days and birthday as PTO.
• Sabbatical options and yearly educational leave.
• Free access to psychological counselling via Instahelp.
• Short decision paths, transparent communication, regular team events, and one workation per year.
• Innovative working environment with a culture of transparency, trust, and mutual respect.