Customer Success Lead

Nesto Software GmbH; Germany; On-site; EUR 70,000 - 100,000; Full time

Job summary

Nesto Software GmbH is building a new customer success function and is looking for a hands-on CS leader who will manage a diverse book of restaurants and hospitality clients. You will shape how we proactively cover accounts from single sites to large enterprise brands, while staying close to the customer and driving retention.

You will also coach junior CSMs, operationalize new tools like health diagnostics and offboarding, and design a scalable engagement model that delivers consistent,

Qualifications

• 3-5 years in SaaS customer success, ideally with complex or account structures (franchise, enterprise-with-sub-accounts, or similar).
• Some experience coaching or leading other CSMs, alongside managing your own accounts.
• Comfortable owning retention and churn metrics.
• Fluent in German and business-level English, both written and spoken.

Responsibilities

• Build out the CS function: define proactive coverage and manage accounts from single sites to enterprise brands with multiple franchisees.
• Own a book of customers directly: manage your own set of accounts hands-on and stay close to customer realities.
• Coach and upskill the team: raise the capability of junior CSMs as the function grows.
• Operationalize the tools still taking shape: advance health diagnostics and offboarding processes to be widely used.
• Design the engagement model: define proactive coverage, calendarized check-ins, and structured outreach across accounts.

Skills

SaaS CS

Account management

Coaching others

German fluency

Tools

HubSpot CRM

CRM tools

Job description

Nesto is early in its customer success journey, and there's a lot still to build. You'll take on your own set of customers directly while also shaping how the wider team operates, deciding how we cover accounts ranging from single sites to McDonald's-scale brands with dozens of actively managed franchisees and hundreds more we barely touch yet.

Restaurant and hospitality businesses run on people, but the tools for planning and managing that workforce haven't kept up. Most scheduling software is built for offices, then awkwardly bent to fit shift work. Nesto was built the other way round: for restaurants, from the start. Today, we plan work for over 100,000 employees, across brands like McDonald's, L'Osteria, and Lagardère, spanning thousands of restaurants, with all the complexity of parent brands, franchisees, and individual sites layered on top.

We're growing fast, and our ambition goes well beyond scheduling: we're building the agentic system of action for European restaurant groups, where AI doesn't just surface a recommendation but actually plans the shift, flags the risk, or fixes the gap before a manager has to.

We're still a relatively young company, but we have a few core principles. We try to work honestly with each other: say what we think, take ownership of our mistakes, and assume good intent rather than looking for someone to blame. If that sounds like your kind of place, we'd like to meet you

Your responsibilities at Nesto

• Build out the CS function: Nesto is early in defining how it does customer success, and you'll shape how we cover our account base: which accounts get proactive, scheduled attention and which don't, and why, given our account hierarchies span single sites to enterprise brands with dozens of franchisees underneath them.
• Own a book of customers directly: You manage your own set of accounts hands-on, staying close enough to the work to know what's actually happening with customers, not just what's being reported.
• Coach and upskill the team: You bring less experienced CSMs up to speed on how to run proactive outreach, spot churn risk, and handle complex accounts, building their capability as the function grows.
• Operationalize the tools still taking shape: You take initiatives like our customer health diagnostic and offboarding process from early-stage to something the whole customer-facing org relies on.
• Design the engagement model: You define what proactive coverage looks like in practice, calendarized check-ins for some accounts, structured outreach for others, and make sure the team follows it consistently.

What will help you succeed

• You're equally comfortable running your own accounts and coaching someone else through theirs.
• You'd rather improve the system than wait for someone to hand you a finished one.
• You can hold a manager's judgment on prioritization while staying hands-on with customers yourself.
• You bring structure to ambiguity without over-engineering it.

Your experience

• 3-5 years of experience in a SaaS customer success role, ideally with exposure to complex or account structures (franchise, enterprise-with-sub-accounts, or similar).
• Some experience coaching or leading other CSMs, even informally, alongside managing your own accounts.
• Comfortable owning retention and churn metrics.
• Fluent in German and business-level English, both written and spoken.

Nice to have

• Experience with HubSpot or a comparable CRM for pipeline and customer data.
• Background in restaurant, hospitality, or a similarly operationally complex industry.
• Experience with an integration-heavy, relatively complex software product.

We are successful in the first year if we have…

• Matured how we segment and cover our account base, with a clear, working definition of which accounts are actively managed.
• Hit our proactive-interaction coverage target for managed accounts and kept churned ARR under threshold, across both your own book and the wider team's.
• Made the offboarding process fully operational and understood across customer-facing teams.
• Visibly raised the team's capability, not just your own output.

What this role is NOT

• Not a ticket-answering support role.
• Not a pure people-management role with no customers of your own.
• Not an account-management role with sales responsibilities.