Customer Success Lead

Buddywise; Berlin; Hybrid; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A high-growth safety intelligence startup is looking for a Customer Success Lead to shape the customer experience from onboarding to upselling. The role involves building relationships, developing strategies for customer engagement, and leading a team. This hybrid position is based in Berlin and offers the opportunity to directly influence workplace safety and drive impactful change in the industry.

Leistungen

High ownership role

Opportunity for professional growth

Hybrid work flexibility

Qualifikationen

• Proven ability to drive retention, adoption, and upsell in enterprise SaaS environments.
• Strong project management and organizational skills.
• Experience in operationally-heavy domains such as logistics and construction.

Aufgaben

• Own the end-to-end customer experience from pre-sales to upselling.
• Develop strategies to drive customer value and adoption.
• Build strong relationships with internal and external stakeholders.

Kenntnisse

Customer retention strategies

Analytical skills

Project management

Team leadership

Tools

B2B/SaaS tools

Jobbeschreibung

About Buddywise

We’re building a safety intelligence platform to prevent workplace accidents before they happen. Backed by highly respected industry leaders and VCs, our AI‑powered system helps industrial and infrastructural companies detect, predict, and act on real‑world risks.

We’re a small, fast‑moving team working at the intersection of AI, computer vision, and real‑world safety. Our customers span manufacturing, logistics, chemical, and construction industries. If you thrive in a high‑pace, high‑responsibility environment and want to make workplaces safer than ever, Buddywise is the place for you.

What You’ll Do

As our Customer Success Lead, you will own the end‑to‑end customer experience – from pre‑sales and onboarding to upselling and expansions – combining hands‑on execution with strategic thinking. You will work closely with Product, Engineering and Sales teams while directly engaging with enterprise customers across multiple geographies.

You will:

• Develop and implement strategies to drive early value, adoption, engagement, retention, upsell and expansion across enterprise accounts.
• Ensure seamless multi‑site deployments and onboarding by driving operational excellence and coordination across internal teams, customers, and partners.
• Build strong relationships with stakeholders at all levels, from site managers to senior EHS leaders, understanding their priorities and influencing adoption and growth.
• Design scalable processes, workflows, and playbooks for onboarding, adoption, and ongoing customer success. Leverage tools, dashboards, and automation to support scale and efficiency.
• Define key metrics to measure customer health, engagement, and expansion, and use them to proactively identify risks and opportunities.
• Influence our product roadmap and customer success outcomes by clearly identifying customer needs, distinguishing what customers ask for versus what truly drives value and growth.
• Lead, coach, and inspire the CS team, fostering a high‑performing culture while collaborating closely with Product, Engineering and Sales.

What We’re Looking For

Functional Strengths

• Proven ability to drive retention, adoption, and upsell in enterprise SaaS environments
• Experience scaling CS processes, workflows, playbooks, and tools in fast‑growing organizations
• Hands‑on operator: comfortable running calls, troubleshooting, and working directly with customers while also driving strategic initiatives.
• Strong analytical skills and ability to use data to influence decisions and continuously improve outcomes
• Strong project management and organizational skills – able to manage complex, multi‑stakeholder deployments with structure, clarity, and follow‑through
• Fast, iterative, and comfortable working with imperfect data or shifting goals

Bonus Skills

• Experience in operationally‑heavy domains: logistics, manufacturing, construction, etc.
• Experience with B2B/SaaS tools (CRM, analytics, dashboards etc.)
• Exposure to computer vision, AI or safety‑critical applications is a plus

Your Background

You may have:

• Been a key Customer Success leader in a fast‑growing enterprise SaaS organization
• Operated at a senior, lead, or manager level in a high‑ownership team
• Built and scaled CS processes, playbooks, and teams from the ground up
• Experienced growing customer adoption from early pilots to full‑scale enterprise rollout
• Seen a product grow from early ambiguity to scale clarity, and know how that journey feels
• Led multi‑site customer deployments requiring strong project management

You likely thrive in the early and growth‑stage, and…

• Have a strong sense of ownership and accountability. You don’t wait to be told or clearly defined. You exemplify resourcefulness, and a bias for action.
• You’re driven by curiosity about how things work, and how to make them better. While you’re an expert, you’re humble and open to feedback.
• Are a clear communicator, both async and in‑person. You thrive in bringing clarity from ambiguity.
• You’re a great collaborator, working cross‑functionally, with engineers, PMs, and customers.

What You’ll Get

• High ownership, high impact role in a purpose‑driven, high‑growth startup.
• Opportunity to shape the Customer Success function from the ground up.
• Berlin or Stockholm based hybrid setup with flexibility for focus work.
• A committed team environment where your growth is a priority.
• The chance to directly influence industrial safety and help employees go home safely every day.

Join us and be a part of reshaping industrial safety with Buddywise!