Teamlead Customer Success (f/m/x)

doinstruct; Berlin; Vor Ort; EUR 70.000 - 100.000; Vollzeit

Zusammenfassung

A leading company in the DACH region, doinstruct, is seeking a Team Lead in Customer Success to shape and advance their customer experience function. In this pivotal role, you will guide a team of 46 professionals, ensuring customer satisfaction and strategic growth within a growing B2B SaaS environment. You will play a vital role in the transition towards a more proactive customer engagement strategy, collaborating closely with various internal teams.

Leistungen

Startup culture with a focus on quality

Mission-aligned projects

Support for personal and professional growth

Diverse leadership opportunities

Qualifikationen

• 5+ years in Customer Success, Account Management, or SaaS Consulting.
• At least 1 year leading or mentoring CS teams.
• Background in B2B SaaS preferred.

Aufgaben

• Lead and coach a team of Customer Success Managers.
• Drive customer outcomes including product adoption and renewals.
• Collaborate with cross-functional teams.

Kenntnisse

Customer Success

Account Management

SaaS Consulting

Coaching

Metrics-Driven

Jobbeschreibung

At doinstruct, we are growing rapidly, along with our customer base. To keep pace, we are seeking a Team Lead in Customer Success who is both a strategic coach and a hands-on operator. You will lead a team of 46 Customer Success Managers, empowering them to retain and grow our B2B SaaS customer base while delivering measurable outcomes.

This is a high-impact, high-ownership role. You will shape the CS function at a pivotal time, helping transition the team from reactive support to strategic customer enablement.

What You'll Be Doing

• Lead & Coach: Guide a team of CSMs (junior to mid-level), fostering high performance through structured coaching, feedback, and development planning.
• Drive Customer Outcomes: Ensure strong Net Revenue Retention (NRR), product adoption, renewals, and expansion pipeline across a $36M ARR book.
• Optimize Processes: Identify, design, and roll out improved CS motions (e.g., onboarding, renewal frameworks, success plans).
• Cross-Functional Impact: Collaborate with Sales, Product, and Support teams to advocate for customer needs and drive scalable growth.
• Build the CS Engine: Develop dashboards, playbooks, and rituals to scale CS excellence across regions and segments.

Who You Are

• Experienced Leader: 5+ years in Customer Success, Account Management, or SaaS Consulting, with at least 1 year leading or mentoring CS teams.
• SaaS Native: Background in B2B SaaS (Series A-C preferred), working with traditional industries or low-tech user bases.
• Strategic & Executional: Thinks in customer journeys and outcomes; is hands-on and gets things done.
• Coaching-First Mindset: Believes great customer experiences start with great teams; invests in people and performance.
• Metrics-Driven: Confident in building dashboards and using KPIs to drive change.
• Communication Pro: Able to navigate internal stakeholders and engage confidently with C-level clients.

What Success Looks Like

• 3 months: Fully onboarded, established account visibility, trust, and rhythm.
• 6 months: Established coaching rituals and set initial growth plans.
• 12 months: Improved NRR, team progression (e.g., promotions), and peer leadership recognition.

Why Join Us

• Shape the CS function by building and scaling a hands-on, cross-functional team.
• Enjoy startup energy within a thoughtful culture focused on quality.
• Work on mission-aligned projects that have immediate tangible impact.
• Manage an ideal customer portfolio with minimal churn and room for growth.
• Transparent Process: Pre-qualified, intentional hiring process without high-volume pipelines.
• Diverse Leadership: Open to profiles with leadership skills, even unofficial, committed to growth.

About doinstruct

doinstruct helps companies in traditional industries upskill their frontline teams through modern mobile-first learning. Our SaaS platform enables organizations in logistics, manufacturing, and field services to deliver impactful training at scale, without requiring tech expertise or complex IT setups.

We believe learning should be simple, scalable, and accessible—no matter the device or background. Backed by top-tier investors, we are growing rapidly across the DACH region and beyond, building a passionate team dedicated to delivering real-world value.

At doinstruct, you can fully utilize your skills and actively contribute to our startup's development. We value a positive working atmosphere, transparency, open communication, and support your personal and professional growth.

If you are motivated and eager to work with us, even if you don't meet all the criteria, we encourage you to apply.

We embrace diversity and hire based on ability to perform, welcoming individuals of any race, gender, gender expression, sexual orientation, religion, age, disability, political opinion, or marital status.

For questions, please contact our Talent Acquisition Manager Leonard.

Key Skills

Engineering Support, MAC, Hydraulic, General Services, ADO, Health Education

Employment Type: Full-Time

Experience: 5+ years

Vacancy: 1