9 часов назад
Team Lead, Customer Success (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Team Lead, Customer Success (SaaS): Leading and developing a team of 6–8 Customer Success Managers while managing strategic accounts and improving retention, adoption, and expansion across an enterprise SaaS portfolio with an accent on churn prevention, escalations, and customer success processes. Focus on designing health scoring and renewal cadences, coaching CSMs through complex accounts, and coordinating Sales, Product, Support, and Engineering around customer outcomes.
Location: Madrid, Spain; office or on-site with customers across Europe, with up to 2 days of home office per week. The role may also be based in the Munich office.
Company
develops AI-powered SaaS solutions through the HUB platform, helping companies improve transparency, efficiency, and trust across their value chains.
What you will do
- Lead, coach, and develop a team of 6–8 Customer Success Managers.
- Manage a small portfolio of strategic accounts as a player-coach.
- Own retention, churn prevention, at-risk renewals, and customer escalations.
- Drive gross retention, net retention, adoption, and expansion KPIs.
- Design success plans, health scoring, renewal cadences, feedback processes, and escalation playbooks.
- Coordinate Sales, Product, Support, and Engineering around customer needs and feed customer insights into Product, pricing, and go-to-market decisions.
Requirements
- 5+ years of experience in B2B SaaS Customer Success, Technical Account Management, or management consulting.
- Proven people-management experience; this is not a first-time leadership role.
- Demonstrated success in preventing churn, turning around at-risk accounts, and developing Customer Success Managers.
- Technical fluency in SaaS implementation, integrations, and data concepts.
- Ability to understand the product deeply and design processes in an ambiguous, high-growth environment.
- Fluent English required; Spanish is a plus but not a requirement.
Culture & Benefits
- Ownership over the account portfolio, customer success processes, and topic area.
- AI tooling budget and a mandate to develop AI-augmented enterprise Customer Success practices.
- Support from senior leadership, an Academy team, and Professional Services.
- Competitive base salary with a performance component tied to retention, expansion, and adoption KPIs.
- Career paths into CS strategy, strategic account roles, and broader commercial leadership.
- Access to a product used by more than 2,500 companies in over 50 countries.
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