Job Summary
As Team Lead Customer Success Management, you will be instrumental in building and leading one of our dynamic teams of Customer Success Managers (CSMs) in the DACH region. Your focus will lie on fostering the team's development through market research expertise, an unwavering commitment to exceeding customer expectations, and consistently achieving ambitious success metrics. The role centers around coaching and supporting the CSMs in your team in their strategic initiatives including active engagement with key customers. You will report directly to our Director Customer Success and collaborate closely with our Sales, Product, and Marketing teams to align our strategies for maximum impact.
- Minimum Qualification: Degree
- Experience Level: Senior level
- Experience Length: 5 years
Job Description/Requirements
What you’ll be doing
- Leadership: Lead, develop, and strategically recruit a high-performing team of 6-9 customer success managers in the DACH region, each overseeing a dedicated portfolio of up to 20 customers within a specific vertical
- Coaching: Prioritize coaching and empowerment for Customer Success Managers, fostering a culture of growth and continuous skill development to consistently elevate performance standards
- Market Research Understanding: Leverage a profound understanding of market research, innovative methodologies, and comprehensive knowledge of industry and market dynamics to comprehend customer needs and shape the future of the CS role
- CS Excellence: Innovate and refine processes, playbooks, and best practices by consistently exploring new strategies, technologies, and approaches to enhance the CS team's performance and elevate the overall customer experienceÂ
- Strategy: Collaborate with the Director of Customer Success and other team leads on developing and executing the overall vision and strategy in CSÂ
- Target Achievement: Collaboratively drive the achievement of business and revenue objectives with your team and across markets collaborating with the local CS Teams
You will thrive in this role if
- You bring 5+ years of Market research experience with in-depth methods and industry knowledge or similar experience in a related field/industry
- You have 3+ years of leadership experience with a proven track record in leading high-performing teams, particularly in significant turnaround or fast scale-up environments
- You have experience in supporting and consulting B2B customers - ideally in SaaS, management consulting, or advertising/communication
- You bring a high level of energy, focus, and drive, coupled with an ability to swiftly adjust to changing priorities and aspiration to create the best-in-class Customer Success function, aiming to make a significant impact in your role
- You have a strong results focus, consistently achieving ambitious growth targets regularly
- You communicate confidently, clearly, and transparently in both German and English, facilitating seamless interactions across diverse teams and stakeholders
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