As Customer Success Team Lead, you will be responsible for our Enterprise Customer Portfolio, ensuring team target achievement whilst establishing efficient processes in line with our Customer Success Vision.
Your responsibilities
- You lead and develop a team of (Sr.) Customer Success Managers, fostering a collaborative and high-performance culture.
- You are responsible for the entire employee journey of your team, i.e. hiring, onboarding, performance management, personnel development
- You provide mentorship and guidance to the team, set performance goals, monitor team metrics, and provide regular feedback to ensure continuous improvement.
- You act as a point of escalation for customer issues and concerns, ensuring timely resolution and maintaining high levels of customer satisfaction.
- You execute strategies to ensure customer satisfaction and retention and drive growth within our Enterprise accounts.
- You continuously optimize processes throughout the entire customer journey for improvement within the team and customer accounts.
- You collaborate cross-functionally e.g. with Sales, Product Development & GTM Ops to advocate for customer needs and align with company objectives.
- You analyze data and metrics to identify trends, opportunities for growth, and expansion within existing accounts.
- You provide insights into team performance, customer feedback, and the overall health of the Enterprise customer segment.
What you need to succeed
- You have at least 2 years of relevant experience in a leadership or managerial position.
- You are a proven expert in the B2B environment with a strong customer-centric mindset (ideally experienced in managing enterprise-level accounts).
- You have strong leadership and team management skills building and motivating high-performing teams.
- You have excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders.
- You have an analytical mindset being able to interpret data and make data-driven decisions.
- You have the demonstrated ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities.
- You have a strategic mindset with the ability to see the big picture and translate it into actionable plans.
- You have experience in setting up and optimizing processes and structures in Customer Success
- You have a very good command of written and spoken German and English
Our offer to you
- We’re working in hybrid mode offering you flexibility to work onsite and from home
- WorkOUT Life Balance: 30 days paid vacation per year, flexible working hours, free access to our Employee Assistance Program, plus up to 3 months of remote working from anywhere in the EU, desk swap policy allowing additional remote working time from our other European offices
- Regular team events and other initiatives helping employees to stay productive, healthy and engaged during hybrid mode
- Personal development perks including an annual budget for books and online trainings, regular internal trainings, German and English language classes
- A free Urban Sports Club L Pro Membership
Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).
