Customer Success Team Lead (English)

Admitad GmbH; Deutschland; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

An international marketing organization based in Germany is seeking a Customer Success Leader to transform their Customer Success team. The role involves leading a team, optimizing customer onboarding processes, and driving adoption metrics. Ideal candidates will have 4–5+ years of experience in B2B SaaS, proven leadership skills, and a data-driven approach. This position offers a hybrid work format and corporate training opportunities.

Leistungen

Hybrid working format

Voluntary health insurance

Fitness reimbursement policy

Corporate education

Corporate events and team buildings

Qualifikationen

• 4–5+ years of experience in Customer Success or Account Management within a SaaS company.
• Proven leadership experience with small-to-mid size teams.
• Skilled in data-driven performance evaluation using key metrics.

Aufgaben

• Lead and inspire the Customer Success team, setting clear goals.
• Transform the team from reactive support to proactive Customer Success.
• Mentor and develop team members, fostering accountability and growth.

Kenntnisse

Customer Success Management

Leadership

Data Analysis

B2B SaaS Experience

Account Management

Cross-Functional Collaboration

Tools

HubSpot

Churnzero

Zendesk

Intercom

Jobbeschreibung

Responsibilities

• Lead and inspire the Customer Success team, setting clear goals and metrics;
• Transform the team from reactive support to proactive Customer Success;
• Build and refine playbooks, processes and health frameworks to scale CS impact;
• Mentor and develop team members, fostering accountability and growth;
• Manage a portfolio of key customer accounts (onboarding, QBRs, strategic check-ins);
• Act as an escalation point for complex customer issues;
• Drive adoption, retention and expansion across assigned accounts;
• Collaborate with Product, Development and Marketing teams to align on customer needs and insights;
• Track and analyze key metrics (churn, NRR, adoption, CSAT) to identify risks and opportunities;
• Provide feedback to improve onboarding flows, documentation and self-service resources;
• Report directly to the CEO and collaborate closely on client-focused initiatives and challenges.

What we expect

• B2B SaaS background: 4–5+ years of experience in Customer Success, Account Management or Hybrid Client Services within a SaaS company, preferably in marketing/affiliate/partner tech;
• Leadership experience: proven track record of leading or mentoring a small-to-mid size CS team (2–8 people). Ability to coach, set priorities and build scalable processes. Sometimes from scratch;
• Customer lifecycle management: experience in guiding customers through onboarding, adoption, retention and expansion stages;
• Process building: experience creating playbooks, health score frameworks and churn-reduction strategies in a SaaS environment;
• Data-driven approach: skilled in using metrics (churn, NRR, CSAT, health Score) to evaluate team and customer performance, with experience using CRM/CS tools (HubSpot, Churnzero, Zendesk, Intercom or similar);
• Strategic account management: experience managing mid-market accounts, building relationships with senior stakeholders;
• Cross-functional collaboration: Enjoying working closely with Product, Sales, Development and Marketing teams to bring customer insights and influence roadmap decisions;
• International/remote environment: Comfort working remotely, with global customers (EU time zones).

We offer

• Work in the international company;
• Hybrid working format (office/home office);
• Corporate education — courses and trainings;
• Voluntary health insurance after probation period;
• We promote healthy lifestyle and encourage employees by special fitness reimbursement policy;
• Effective onboarding program for a better start;
• Corporate events and team buildings.

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