Enterprise Customer Success Team Lead DACH

Meyandy LLC; Köln; Vor Ort; EUR 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Flexible hours

33 vacation days

Wellbeing support

Zusammenfassung

SoSafe seeks an Enterprise Customer Success Team Lead for the DACH region to build and lead the first enterprise CS squad. You will drive performance, set account strategy, and engage with C-level stakeholders to ensure retention and expansion in a high-value portfolio.

You will travel up to 30% for customer sites and industry events, collaborating with Sales, Marketing, and Partner teams to deliver enterprise-grade value.

Qualifikationen

• 10+ years Customer Success experience in a fast-growing B2B SaaS company.
• 3+ years leading Enterprise Customer Success teams.
• Demonstrated ability to build relationships with and influence senior/C-level stakeholders.
• Commercial acumen, comfortable quantifying ROI/value for large accounts.
• Strong track record of retention and expansion within complex accounts.
• Curious about uncovering stakeholders' goals and buying dynamics.
• Resilient and solution-oriented navigating escalations and high-stakes conversations.
• Confident communicator and presenter with senior stakeholders.
• Empathetic and people-oriented, able to motivate others.
• Willing to travel ~30% of the time for customer onsite events.
• Fluent in English and German.
• Based in Cologne or Berlin with a reasonable commute to the office.

Aufgaben

• Lead, guide, and support a team of Enterprise Customer Success Managers, driving performance across high-value accounts.
• Build and own the enterprise account strategy including risk management and expansion planning.
• Coach your team on navigating multi-stakeholder buying and renewal environments.
• Engage with C-level and senior stakeholders to build executive relationships and resolve escalations.
• Communicate company vision and goals within the team and translate them into account-level execution.
• Collaborate with Sales, Marketing, and Partner leadership for cohesive go-to-market strategies.
• Identify knowledge gaps and training needs to scale enterprise delivery.
• Analyze account health data and portfolio trends to shape targeted strategies.
• Represent the voice of the enterprise customer internally to inform product and processes.
• Cultivate executive references and brand advocacy from strategic accounts.

Kenntnisse

Customer Success

Leadership

Relationship building

Negotiation

Strategic account management

Jobbeschreibung

SoSafe has the ambition to become the leading human risk management provider in Europe. Our award-winning awareness platform triggers behavioural change by providing effective and engaging training and simulations on cybersecurity and data protection. Cybercrime is predicted to cost the world $10.5 trillion annually by 2025 - we invite you to be part of the solution!

Your mission: Are you a people-person who thrives on helping others grow and succeed? Do you enjoy coaching, sharing your knowledge, and setting your peers up for success? This newly created role offers the opportunity to build our first Enterprise focused Customer Success team for DACH. Reporting directly to the Senior Director of Customer Success, you’ll drive team performance through coaching, development, and clear accountability, while ensuring alignment with segment, regional and global strategy. You’ll play a key role in building a strong CSM culture, enabling your team to deliver measurable impact for our largest customers. All of this while contributing to one of the most exciting industries in digitalisation — helping to make the internet a little bit safer, together with a highly driven team.

Here’s how you’ll make a difference:

• Lead, guide, and support a team of Enterprise Customer Success Managers, driving performance against key metrics (gross retention, net revenue retention, and expansion) across a portfolio of high-value, strategic accounts
• Build and own the enterprise account strategy including risk management, expansion planning, and executive sponsorship programs for your team's book of business
• Coach your team on navigating complex, multi-stakeholder buying and renewal environments, including negotiation strategy and commercial structuring for high-ARR contracts
• Personally engage with C-level and senior stakeholders on strategic accounts to build executive relationships, resolve escalations, and reinforce long-term partnership value
• Clearly communicate company vision, strategy, and goals within your team, translating them into account-level execution
• Collaborate closely with Sales, Marketing, and Partner leadership to ensure a cohesive enterprise/regional go-to-market strategy
• Spot knowledge gaps and training needs, setting your team up for success while identifying process and tooling improvements to scale enterprise-grade delivery
• Analyze account health data and portfolio trends to shape targeted strategies, risk mitigation plans, and expansion initiatives across the Enterprise segment
• Represent the voice of the enterprise customer internally, ensuring insights from strategic accounts inform product, process, and go-to-market decisions
• Cultivate advocacy at the executive level references, case studies, and speaking opportunities turning strategic accounts into brand champions

What makes you a great fit:

• 10+ years Customer Success experience in a fast-growing B2B SaaS company, with meaningful time managing enterprise or strategic accounts
• 3+ years leading Enterprise Customer Success teams, ideally with exposure to complex or multi-stakeholder account portfolios
• Demonstrated ability to build relationships with and influence senior/C-level stakeholders, both externally and internally
• Commercial acumen, comfortable with quantifying ROI/value for large accounts
• Strong track record of retention and expansion within complex, multi-threaded accounts
• Naturally curious, skilled at uncovering stakeholders' goals, politics, and buying dynamics beyond the obvious
• Resilience and grit, able to stay effective and solution-oriented navigating escalations, ambiguity, and high-stakes conversations
• Confident communicator and presenter, capable of holding a room with senior internal and external stakeholders
• Empathetic and people-oriented, able to build trust-based relationships internally and externally while motivating and inspiring others
• Happy to travel ~30% of the time for customer onsites and industry events
• Fluent in English and German
• Based in Cologne or Berlin within a reasonable commute to our office

What we offer

• Work/Life balance: flexible hours, 33 vacation days
• Wellbeing and Financial support: Open U…
• Enterprise Customer Success Team Lead DACH — SoSafe, Cologne.

Mots-clés : Customer Success.