Team Lead Client Success

Zattoo; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive salary

30 days vacation + holidays

Remote work worldwide (up to 8 weeks/​

Job summary

Zattoo is seeking a Team Lead Client Success to oversee a team of up to eight Client Success Managers, with a focus on DACH and international accounts. You’ll report to the Director Client Success & Operations, ensuring consistent processes, development, and cross-functional collaboration.

This hands-on leadership role emphasizes people management, process excellence, quality oversight, and close alignment with Product, Sales and Finance while upholding Zattoo's culture and flexible working

Qualifications

• 5+ years in Customer Success, Account Management or similar B2B roles with some people management.
• Experience building scalable team processes without micromanaging.
• Strong cross-functional collaboration with Product, Engineering, Finance and Sales.

Responsibilities

• Coach and grow a team of up to eight Client Success Managers through feedback and development.
• Shape rituals and environment for thriving collaboration and performance.
• Evolve team processes and ensure day-to-day adoption.
• Oversee full client portfolio to maintain high service quality and strategic alignment.
• Serve as sparring partner in challenging client situations; escalate with Account Management when needed.
• Represent the CSM team in cross-functional meetings with Product, Sales and Finance.
• Champion HR processes within the team and embody Zattoo culture.
• Step in as hands-on CSM to manage client portfolio during absences or resource shortages.

Skills

People management

Coaching

Process improvement

Cross-functional collaboration

SaaS experience

Client-facing

Strong communication

English fluent

German helpful

IPTV/OTT knowledge

Job description

YOUR FUTURE, ON DEMAND

The ideal blend of stability and flexibility. A genuinely human employer that cares for people and the planet. True autonomy to shape what comes next, for us and you. This is the perfect platform to take your career where you want.

Back in 2005, we pioneered Europe's first TV streaming service. Today, we're a leading TV streaming provider with millions of monthly users, and since 2021 we've been ClimatePartner-certified. Over 200 colleagues of 47 nationalities. We're the grown-up start-up, helping to shape a better future since day one. That hasn't changed, even if the world has. We're friendly, international, inclusive - and our people say we're reliable and transparent, too. It's why they trust us and believe in what we do.

THE ROLE & THE TEAM

As Team Lead Client Success, you take on the functional and people leadership of our Client Success team - currently up to eight Client Success Managers (CSMs) who support our B2B customers on the Zattoo TV platform, with a focus on DACH as well as international accounts. You report to the Director Client Success & Operations. This is a people-first role: you make sure your team has consistent processes, room for individual development, and strong collaboration with adjacent teams. You stay close enough to daily operations to spot issues early, and senior enough to resolve them - through coaching, process improvements, or bringing the right stakeholders together. Commercial ownership and contract management sit with Key Account Management; your focus is people management, process excellence, quality oversight, and internal alignment.

WHAT YOU'LL DO

• Coach and grow a team of up to eight Client Success Managers, helping them unlock their full potential through honest feedback and personal development
• Shape the team's key rituals and create the environment where your team can thrive and collaborate at its best
• Drive the evolution of our team processes and make sure they're truly lived day to day
• Keep an eye on our full client portfolio and safeguard consistently high service quality with a view for the bigger picture
• Be a trusted sparring partner for your team in challenging client situations, bringing experience and calm while Account Management leads the escalation
• Represent the CSM team in cross-functional meetings and act as the bridge to teams like Product, Sales, and Finance
• Champion key Zattoo HR processes (engagement, feedback, calibration) within your team and be an ambassador for our unique culture
• Step in as a hands-on CSM - taking full operational ownership of a client portfolio - in the event of extended team member absences or critical resource shortages

WHAT YOU'LL BRING

• 5+ years of experience in Customer Success, Account Management, or comparable B2B client-facing roles, including some people management experience, ideally in the SaaS industry
• A proven ability to coach, develop, and retain a diverse team
• Experience building, documenting, and evolving scalable team processes - without micromanaging
• Strong communication skills across all levels: representing your team and translating company strategy
• Sound judgment under pressure, especially in quickly assessing and steering client escalations
• Enjoyment of cross-functional collaboration with Product, Engineering, Finance, Sales, and the People team
• Technical curiosity and willingness to get familiar with the (sometimes technical) aspects of our IPTV/OTT platform
• Business fluent English (our company language); German at a professional level is a plus for the DACH client context
• Bonus: experience in OTT/IPTV, TV, or streaming services

WHY JOIN US?

At Zattoo, you're always on firm ground with real freedom to explore. You'll have the support and opportunity you need to go far, while you're helping us create a sustainable and entertainment-filled future for all.

WHAT WE OFFER YOU

• Reward : strong market competitive salary
• Recharge : 30 days vacation plus public holidays
• Regulate : trust based flexible working hours and the option for remote work worldwide for up to 8 weeks per year

Plus:

• We're sharing: Free access to the best streaming experience on the market
• We're developing: Your own development budget, German classes and Zattoo all-company hack days
• We're inclusive: 'Zattooies' are a fun, engaged, and diverse team made up of 47 nationalities
• We're healthy: Health checks, mental wellbeing support, team sports and more!
• We're responsible: We are carbon neutral, an active employee Green team, discounted BVG tickets and free bike rentals
• We're sociable: A calendar of events with fireside chats, lunches, in-house bar, BBQ's, monthly socials, summer party and an annual off-site event

Zattoo enables our users to view indiscriminately and we reflect that in our team too. Regardless of race, gender, sexual orientation, religion, national origin, age, disability or any other characteristic protected by law