Customer Success Team Lead (m/f/d)

voize; Berlin; Hybrid; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A fast-growing tech company in Berlin is seeking a Customer Success Team Lead responsible for driving retention and customer value across verticals. The ideal candidate has over 5 years in Customer Success, strong analytical and leadership skills, and must be fluent in German to support customers. This role offers flexible working hours, opportunities for growth and development, and generous company perks including stock options and a comprehensive benefits package.

Leistungen

30 vacation days plus your birthday off

Germany Transport Ticket

Urban Sports Club membership

Access to learning platforms like Blinkist and Audible

Qualifikationen

• 5+ years in Customer Success or Account Management in SaaS.
• Experience in people leadership and coaching.
• Fluent in German (C2) to support German customers.

Aufgaben

• Lead and manage the Customer Success team.
• Own NRR and gross retention targets.
• Build customer lifecycle processes.
• Partner with Vertical Experts for playbooks.
• Maintain performance management and career paths.
• Forecast CS capacity and hiring needs.
• Ensure escalation management processes.

Kenntnisse

Customer Success experience

Analytical mindset

Retention and expansion

Cross-functional collaboration

Coaching

Self-starter mindset

Fluent in German (C2)

Jobbeschreibung

🎤 Why voize? Because we’re more than just a job!

At voize, we believe the greatest gift to frontline workers is time - time to care, connect, and be present. Today, that time is lost to admin work that pulls nurses away from what matters most: people.

We’re changing that by building the AI companion that frees nurses from admin, giving them back up to 30% of time. We don’t replace humans - we support and amplify their impact. Today, 1,100+ care facilities trust voize, and over 75,000 nurses rely on our AI companion to ease their daily workload.

Our mission is backed with a $50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs.

As a fast‑growing team, we combine first‑in‑class technology with meaningful social impact. And now, we’re looking for you to join us on this mission!

💡 Your Mission: Maximize adoption & drive success!

We are seeking a Customer Success Team Lead to lead our Customer Success function. This role is responsible for retention, expansion readiness, and delivering customer value across all verticals. The Team Lead is responsible for people management, process design, and capacity planning for the CS team, ensuring ICs are deployed effectively into accounts and vertical playbooks are consistently applied.

🚀 Your Daily Business – No two days are alike

• Lead and manage the Customer Success team (ICs aligned by vertical)

• Own NRR and gross retention targets within the function

• Build and iterate customer lifecycle processes (renewals, QBRs, health reviews)

• Partner with Vertical Experts to embed vertical‑specific playbooks into execution

• Maintain performance management: goals, 1:1s, reviews, and career paths

• Forecast CS capacity and hiring needs based on pipeline and customer base

• Ensure escalation management and risk recovery processes are defined and followed

• Maintain customer exposure (10–20% direct portfolio) to stay close to the field

🤝 Your Skillset – What you bring to the table

• 5+ years in Customer Success or Account Management in SaaS, with experience/ ability in people leadership

• Strong analytical mindset; comfortable building and iterating on playbooks

• Proven track record in driving retention and expansion motions

• Experienced in working with cross‑functional leadership (Product, Sales, Support)

• Natural coach: develops ICs and mentors Vertical Leads

• Hyper Scale Experience with a self‑starter mindset

• Fluent in German (C2), to effectively support our German customer base and a good command of English

🎯 Our Success Mindset – How we work at voize

• You are an active listener and strong communicator, capable of engaging stakeholders at all levels

• You see challenges as opportunities, bringing a proactive and solution‑oriented mindset

• You thrive in a fast‑paced, iterative environment, constantly seeking ways to improve customer experiences

• You take ownership of your work, holding yourself accountable for customer outcomes and success

• You are a coach, not a manager. You are ready to work hands‑on in the role as needed

🌱 Growing together – what you can expect at voize

• We are a fast‑growing startup, that means you will tackle challenges, grow quickly, and make a real impact, giving healthcare professionals more time for real patient care

• We foster an open, collaborative culture with regular team events, whether you work from our Berlin office or remotely from Germany

• Become a co‑creator of our success with stock options

• Generous perks: 30 vacation days plus your birthday off, Germany Transport Ticket, Urban Sports Club, regular company off‑sites, and access to learning platforms such as Blinkist and Audible

• You decide when you work best, that means flexible working hours and a good hybrid set‑up

✨ Ready to talk? Apply now! 🚀

We look forward to your application and can’t wait to meet you – no matter who you are or what background you have!