Team Lead Customer Success (SaaS)

TL;DR

Team Lead Customer Success (SaaS): Leading and developing the CS team to ensure high customer outcomes and consistent execution with an accent on retention and churn reduction. Focus on implementing success plans, QBR frameworks, and health scoring to unlock the team's full potential.

Location: Hybrid (Must be based in or able to work from the Hamburg office 2 days per week)

Company

hirify.global is building a digital home that connects employees with the information that matters to them to improve their daily workflow.

What you will do

• Lead and develop a team of Customer Success Managers, focusing on value-based engagement, renewal readiness, and stakeholder management.
• Own and implement CS execution standards, including health scoring, QBR/EBR frameworks, and success planning.
• Coordinate closely with Account Management and Customer Operations across the entire customer lifecycle.
• Partner with Product, Customer Operations, and Sales to optimize feedback loops and expansion scalability.
• Translate strategic direction into consistent team behavior and day-to-day operational execution.

Requirements

• Experience leading or mentoring Customer Success teams within a B2B SaaS environment.
• Proven track record of improving retention, reducing churn, and driving structured CS execution.
• Strong coaching and people leadership skills to raise team quality and consistency.
• Hands-on, pragmatic approach to operational implementation.
• Proficiency in working with customer health signals and performance metrics.
• Fluent German skills are required.

Nice to have

• Experience with pooled or scaled Customer Success models.
• Experience working in a multi-product environment.

Culture & Benefits

• Hybrid work model with a balance of remote work and office presence in Hamburg.
• Opportunity to act as a key bridge between strategic leadership and operational delivery.