Customer Success Team Lead at Jobgether – Germany

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success Team Lead in Germany.

In this high-impact leadership role, you will shape and elevate the Customer Success function during a key stage of organizational evolution, defining what best-in-class customer outcomes look like. You will act as a player-coach, managing a strategic DACH portfolio while building scalable frameworks for onboarding, adoption, and retention. Your work will directly influence gross revenue retention, customer satisfaction, and long-term product value realization. Operating in a fully remote, international environment, you will collaborate closely with cross-functional teams including RevOps, Product, and Account Management. You will design systems that predict and prevent churn while ensuring seamless customer lifecycle transitions. This role is ideal for a strategic builder who thrives in ambiguity and enjoys creating structure where scale is accelerating.

In this role, you will define and scale the Customer Success operating model while actively managing high-value customer relationships in a player-coach capacity. You will build the foundations of a structured, data-driven success organization and ensure consistent value delivery across the customer lifecycle.

• Architect and refine the Customer Success operating system, including onboarding, adoption frameworks, health scoring, and lifecycle management processes
• Act as a player-coach by managing a strategic portfolio of DACH enterprise customers and driving measurable outcomes such as retention and expansion readiness
• Design and standardize value delivery practices, including QBRs, success plans, and time-to-value optimization
• Develop proactive churn prevention and risk mitigation systems using customer health signals and structured recovery plans
• Lead CS team rituals such as portfolio reviews, performance tracking, and enablement sessions to elevate team execution
• Partner closely with Account Management, RevOps, and Product teams to ensure seamless customer lifecycle handoffs and feedback loops
• Translate customer insights into actionable product and roadmap recommendations

You bring several years of Customer Success experience in SaaS environments, with a strong understanding of retention metrics, scalable CS operations, and enterprise customer management. You are equally comfortable leading by example and building systems that enable others to succeed.

• 3–5+ years of experience in Customer Success or related post-sale roles in SaaS or high-growth tech environments
• Proven track record of managing enterprise accounts, improving retention (GRR/NRR), and driving customer value realization
• Experience in a leadership or team lead capacity, ideally in a remote or distributed organization
• Strong analytical mindset with the ability to interpret health signals, define KPIs, and build structured success frameworks
• Experience designing or improving CS playbooks, including onboarding, churn prevention, and escalation management processes
• Ability to collaborate cross-functionally with Product, RevOps, and commercial teams to drive business outcomes
• Fluent in German and English (mandatory); additional languages such as French or Spanish are a plus
• Comfortable working autonomously in a fast-paced, fully remote international environment

• Fully remote role with flexible working arrangements across European time zones
• Annual in-person team retreat to connect and collaborate with colleagues globally
• Generous holiday allowance including 38 days of paid time off and a half-day on your birthday
• Home office and hardware budget to build your ideal workspace
• Personal development budget available after six months to support continuous learning
• Volunteer/charity day to support a cause of your choice
• Strong, values-driven culture with high autonomy and trust-based leadership
• Flat hierarchy with minimal unnecessary meetings and a focus on impact and outcomes