Manager, Customer Success

Jobtailor; Deutschland; Remote; EUR 70.000 - 100.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a Customer Success Leader to guide a team of 4, scaling to 6-9, while maintaining a human, relationship-driven service. You will own the customer experience, coach the team, and develop processes that scale without losing the personal touch.

This role emphasizes being a product expert, balancing data with empathy, and driving long-term customer loyalty through trusted relationships.

Qualifikationen

• 3+ years in customer success, service, or support leadership, ideally with team management.
• Passion for customer relationships; examples of going above and beyond for customers.
• Strong people-management: coaching, motivation, and building a small team.
• Curiosity to learn the product deeply, not just the support playbook.
• Comfort with data/tools and balancing numbers with story-telling insights.
• Experience scaling a team or process for 2x growth without losing quality.
• Excellent written and verbal communication.
• A relationship-building mindset: customer success as a long game.

Aufgaben

• Lead and grow the team; coach and mentor 4 (scaling to 6-9) with a culture of going above and beyond.
• Own the customer experience; set the tone for empathetic, relationship-first engagement.
• Become a product expert to anticipate needs and train the team accordingly.
• Build scalable processes, playbooks, and systems preserving personal touch.
• Balance data with intuition; use metrics without replacing judgment and empathy.
• Drive retention through relationships; avoid pushy upselling, focus on trust.
• Handle escalations personally; model exceptional customer service.
• Hire and onboard future team members as the team scales, preserving culture.

Kenntnisse

Team Leadership

Customer Relationships

Data-Driven Decision Making

Coaching

Empathy

Process Development

Communication

Tools

Data Reporting Tools

Jobbeschreibung

• Lead and grow the team. Manage, coach, and mentor a team of 4 (scaling to 6-9), fostering a culture where going above and beyond is the norm, not the exception
• Own the customer experience. Set the tone and standard for how the team engages with customers — empathetic, relationship-first, and human
• Become a product expert. Deeply understand our product so you can anticipate customer needs, solve problems creatively, and train your team to do the same
• Build for scale — without losing the human touch. Develop processes, playbooks, and systems that support a growing team while preserving the personal, relationship-driven service that sets us apart
• Balance data and intuition. Use metrics and reporting to guide decisions, but never let dashboards replace judgment, empathy, or the ability to read what a customer actually needs
• Drive retention through relationships. Treat customer success as an extension of sales — not through pushy upsells, but by building trust that naturally leads to loyalty and growth
• Handle escalations personally. Step in on the toughest customer situations and model what "above and beyond" looks like
• Hire and onboard future team members as the team scales, protecting the culture as headcount grows

Requirements

• 3+ years of experience in customer success, customer service, or support leadership, ideally having managed a team
• A genuine passion for customer relationships — you can point to specific moments where you (or your team) went out of your way for a customer
• Strong people-management instincts: you know how to coach, motivate, and bring out the best in a small team
• Curiosity and willingness to deeply learn the product, not just the support playbook
• Comfort using data and reporting tools, balanced with strong instincts about when the numbers don't tell the whole story
• Experience scaling a team or process is a plus — you've thought about "how do we do this at 2x the size without losing what makes it special?"
• Excellent written and verbal communication skills
• A relationship-building mindset — you see customer success as a long game built on trust, not a transaction

Core Competencies

Demonstrates expertise in customer success leadership, focusing on relationship-building, team management, and process development to enhance customer experience and retention. Balances data-driven decision-making with empathy and intuition to foster a culture of exceptional service.

Highest-signal resume keywords

• Customer Success Leadership
• Team Management
• Relationship Building
• Data-Driven Decision Making
• Process Development

ATS Optimization Keywords

Soft Skills

• Coaching
• Motivating
• Communication
• Empathy
• Curiosity

Industry Keywords

• Customer Experience
• Customer Relationships
• Team Scaling
• Customer Retention
• Escalation Management

Tools & Technologies

• Data Reporting Tools