Customer Success Team Lead (German-speaking)

Role overview Lead and coach a growing customer success team supporting organizations through security compliance programs, while retaining a reduced portfolio of your own accounts. This player-coach role combines team management and operational ownership: roughly 60–70% of the work is hands-on customer delivery and 30–40% is coaching, team development, and improving how the group operates.

Responsibilities - Manage customer success colleagues through regular one-to-ones, structured feedback, performance review input, and development planning. - Onboard new team members, allocate customer portfolios, and adjust team capacity as the customer base grows. - Review account health, renewals, onboarding blockers, and escalations; keep the customer success playbook current. - Coach the team on identifying and delivering service or compliance framework expansions, and maintain visibility into the upsell pipeline and results. - Manage your own accounts from implementation through audit readiness and ongoing compliance, including relevant expansion opportunities. - Identify workflows to automate and build AI-enabled agents or automations to support team operations.

Requirements - At least one year of experience managing or formally coaching customer success managers. - Four or more years in customer success within B2B SaaS, ideally serving mid-market or German-speaking business customers. - Fluent German and English for work with customers and colleagues. - Experience carrying an upsell or net revenue retention target, with the ability to coach others on revenue outcomes. - Experience building automations or AI workflows for yourself or a team. - Clear, direct communication, including the ability to handle challenging performance conversations; effective in a written-first remote environment with high ownership.

Nice to have - Background in compliance, information security, or GRC, especially ISO 27001 or TISAX. - Experience designing or improving customer success onboarding. - Experience in a fully remote team of similar size.

Benefits and work setup - Fully remote work, with a virtual office and access to co-working spaces. - Equity, a €1,000 annual development budget, and a home office budget. - 26 days of annual leave plus local public holidays; annual retreats and company events. - Company-provided computer and peripherals, and access to mentorship.