Customer Success Manager Team Lead (m/w/d)

Homerun B.V.; Berlin; Vor Ort; EUR 65.000 - 85.000; Vollzeit

Benefits dieser Stelle

Bonus compensation

Cultural onboarding in Amsterdam

Training budget of €1,000 per year

Team celebration events

Remote work allowance

Zusammenfassung

Homerun B.V. is seeking a Team Lead in Berlin to head the Customer Success department. The role requires a leader who is both hands-on and strategic, ensuring team motivation and effective processes. You will manage complex customer issues and utilize AI tools to drive efficiency.

The ideal candidate must possess native German language skills, customer support experience, and a strong command of HubSpot. The position offers a competitive compensation package and opportunities for professional development.

Qualifikationen

• Proven experience in leading teams and providing impactful feedback.
• Expert in customer support, onboarding, and retention strategies.
• Experience with AI tools and automated workflows.

Aufgaben

• Lead and motivate the customer success team.
• Handle complex customer retention calls and service issues.
• Implement AI-assisted workflows that enhance team performance.
• Monitor churn rates and customer satisfaction metrics.
• Guide customers through onboarding after acquisition.

Kenntnisse

Team leadership

Customer support

Problem-solving

HubSpot expertise

AI implementation

German (C2)

English proficiency

Tools

Gong

AI-Gems

Jobbeschreibung

Trustlocal is the go-to platform for local services—think of us as the booking.com for local businesses. We’ve already conquered the Dutch market, and now we’re doing the same in Germany. To increase the pace in Berlin, we’re looking for a Team Lead who is part coach and part hands‑on.

What you’ll actually do

• Lead the Crew: You’ll manage the CS department, ensuring they’re motivated, challenged, and growing. You’re the go‑to person for advice and keep the team spirit high.
• Get your hands dirty: You’re an expert in the CS game and will jump in to handle tricky retention calls, service onboarding, or billing issues.
• Operationalize the AI‑First Model: You’ll help implement AI‑assisted workflows within your team, providing a feedback loop that makes the AI roadmap work in the real world while preserving the human touch.
• Own the Numbers: You keep an eye on churn, the active customer base, and CSAT, ensuring workload balance so nobody burns out while we scale.
• Act as the second personal Trustlocal contact for companies: You’ll contact customers acquired by the sales team and guide them through the onboarding process.

What we’re looking for

• Real Leadership: You’ve led teams before and know how to give feedback that actually sticks.
• CS Pro: You’ve handled onboarding, support, upselling, and customer retention, and know HubSpot inside out.
• Problem Solver: When you see a broken process (e.g., capacity planning), you propose a fix without waiting for permission.
• AI‑Native Mindset: You’re “AI‑first” in your thinking and have used or implemented tools such as Gong, AI‑Gems, or automated CRM workflows to create leverage.
• Language: Your German is native level (C2) and you’re comfortable communicating in English.

What you can expect from us

• Compensation package consisting of a base salary and bonus.
• Four weeks of remote work per year.
• We cover the cost of the Deutschlandticket (€63).
• Cultural onboarding week in Amsterdam.
• Team celebrations: when goals are met, we invite the team to events such as city trips or ski vacations.
• Secure your position at a rapidly growing company.
• €1,000 training budget per year.

As a Customer Success Manager (m/f/d), you are the second personal Trustlocal contact for companies.