Team Lead (fdm) Customer Success

RaiseNow; Berlin; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A dynamic charity technology firm in Berlin is seeking a Team Lead for Customer Success to guide a team of four. You will mentor your team, enhance customer onboarding, and use data-driven insights to foster customer engagement. The ideal candidate will have extensive experience in Customer Success within a SaaS environment, demonstrating strong leadership skills and fluency in both English and German. This role offers flexible working arrangements, a meaningful environment, and opportunities for personal development.

Leistungen

5 weeks paid annual leave

Access to psychological counselling

Flexible work schedules

Short decision paths and events

Qualifikationen

• Several years of Customer Success or Client Services experience in a SaaS environment, including 2-3 years in a leadership role.
• Familiarity with digital fundraising workflows and marketing automation.

Aufgaben

• Lead and mentor a team of 4 Customer Success Managers.
• Drive onboarding and optimize structured customer journeys.
• Track team performance through KPIs and analyze portfolio data.

Kenntnisse

Customer Success management

Leadership

Technical guidance

Data analysis

English (C1)

German (C1)

Ausbildung

University degree in business informatics or relevant experience

Tools

SaaS payment technologies

APIs and integrations

Jobbeschreibung

This is what its about

Please note : You can work from our office in Berlin or completely remotely within Germany.

The possible working hours are 32 to 40 hours per week.

Were RaiseNow and were passionate about making charitable giving more cost-efficient donor-friendly and successful. Our technology is supporting organisations like Save the Children International WWF Amnesty UNICEF as well countless clubs and smaller charities. Join us on this mission as our new Team Lead (f / d / m) Customer Success!

In this role you will empower your Customer Success team consisting of 4 team members. You guide emerging and free accounts optimize onboarding and adoption journeys and champion customer needs across Product Marketing RevOps and Sales. Your in-depth understanding of digital customer journeys coupled with a solid technical grasp enables you in this position. On top of that you want to do good with your job.

Your mission

As our Team Lead (f / d / m) Customer Success you will

• Lead mentor and empower a team of 4 Customer Success Managers. Drive their growth in scalable relationship management adoption strategies technical expertise and campaign optimization and automation.
• Foster a proactive customer-centric team culture . This includes 1 : 1s performance reviews and coaching
• Lead and support CSMs in managing customer portfolios of emerging and free customers. Leverage data-driven insights and scalable engagement tools to assure value realization. Track account health and identify churn risks and expansion opportunities proactively
• Drive onboarding and adoption . Optimize structured customer journeys and strengthen self-service resources like tutorials guides and webinars
• Provide technical guidance support escalations and deliver best practices in digital fundraising and campaign strategy to ensure strong value realization
• Track team performance through KPIs and analyze the team portfolio through data-driven analysis

Your profile

• Technical background in the form of a university degree (e.g. business informatics) or relevant work experience. Bootcamps or similar are also welcome
• Several years Customer Success or Client Services experience in a SaaS digital fundraising or payment service provider environment including 2-3 years in a leadership role
• Knowledge of SaaS payment technologies APIs and integrations; programming skills are advantageous
• Familiarity with digital fundraising workflows marketing automation and customer engagement strategies
• Strong leadership skills with a focus on coaching team development and creating a high-performance environment
• Independent and pragmatic approach combined with an ability to think strategically
• Experience working with multiple internal and external stakeholders.
• Strong written and verbal command of English and German (C1)

Nice to have

• Strong command of French or Dutch

Why RaiseNow

We value diversity and therefore welcome all applications - regardless of gender nationality ethnic and social background religion / belief disability and age.

• A future-oriented job in a meaningful environment with an international team
• Enjoy flexibility around your working time and place : We offer flexible work schedules with annual working time as well as temporary working abroad options all in a remote first setup
• 5 weeks paid annual leave plus additional PTO days per year with RaiseNow your birthday as PTO
• We know that time is precious : Were part of the pledge 1% initiative offer sabbatical options and yearly educational leave for everyone
• Your health is important : our partner Instahelp gives you free access to psychological counselling when youre not feeling well
• The perks of joining a scaleup : short decision paths transparent communication and regular team events one workation per year to meet all colleagues in one spot
• An innovative working environment with a culture of transparency trust and mutual respect
• Project autonomy and space for personal development from the beginning

About us

Were RaiseNow and were passionate about making charitable giving more cost-efficient donor-friendly and successful. Our technology is supporting organisations like Save the Children International WWF Amnesty UNICEF and many others.

With our work we contribute to making the world a better our remote-first setup we cherish our strong team spirit and believe work can be both : meaningful and fun.

Our daily work is guided by our six team values : freedom growth team spirit purpose diversity and appreciation as well as trust and respect.

Through our work we tackle some of the biggest challenges that our planet faces.

If you love to learn and thrive in a culture shaped by trust respect and freedom join us on our exciting journey!

Questions Contact us :

Employment Type : Full-Time

Experience : years

Vacancy : 1