Team Lead Customer Success (SaaS)

TL;DR

Team Lead Customer Success (SaaS): Own the revenue growth of existing customer base through managing the Customer Success function strategically, operationally, and culturally with an accent on retention, churn reduction, product adoption, and expansion. Focus on professionalizing processes, driving data-informed decisions, building high-performing teams, and acting as the voice of the customer internally and externally.

Berlin, DE - Hybrid (Remote and In Person)

Company

Cloud-based SaaS platform enabling creators to build and sell digital products and online courses; AI-first company with 70,000+ users, Series A funded, Germany's No. 1 for coaches and consultants.

What you will do

• Develop and execute Customer Success strategy aligned with growth goals, driving revenue via retention, expansion, and share of wallet.
• Cultivate customer relationships, manage escalations, build advocacy networks, and foster customer community.
• Drive product adoption across suite including compliance tools, payments, and subscriptions; maintain feedback loops with Product, Tech, and Compliance.
• Analyze customer data for insights on engagement, risks, and opportunities; professionalize operations with SOPs and scalable processes.
• Build, mentor, and lead high-performing CS team, setting culture of ownership, empathy, and excellence; lead by example with key accounts.

Requirements

• Fluency in German and English
• Minimum 2 years leadership in Customer Success or related, ideally B2B SaaS, fintech, or digital commerce.
• Experience building and scaling CS teams; strong understanding of digital business models, payments, subscriptions, cross-border transactions, EU compliance.
• Analytical skills with CS metrics (churn, NPS, adoption); hands-on mentality and stakeholder management.
• Growth mindset focused on retention, expansion, customer lifetime value; ability to structure fast-moving environments.

Culture & Benefits

• 30 vacation days, personal training budget €1,500/year, individual coaching, pension with company match up to 30%.
• Free BVG ticket, employee discounts (gym, online stores), responsibility and trust from day one.
• High-performance principles: Radical Collaboration, Constructive Confrontation, Adaptive Execution, Collective Ambition, Evolving Expertise, Empathetic Leadership.
• Diversity & Inclusion focus; no discrimination, inclusive environment valuing unique perspectives.