About the Role
This role involves managing a team of Customer Success Managers who support German-speaking clients, driving adoption, retention, and satisfaction while guiding team development and performance over the contract period.
Responsibilities
- Lead and mentor a team of Customer Success Managers serving German-speaking regions
- Monitor team performance metrics and ensure consistent delivery of client success goals
- Coach team members on best practices for onboarding, adoption, and renewal strategies
- Collaborate with cross-functional departments to improve client outcomes
- Oversee the development and execution of customer success plans for key accounts
- Identify risks in client health and guide interventions to improve retention
- Ensure consistent application of success methodologies across the team
- Conduct regular performance reviews and career development discussions
- Support escalations and complex client situations when necessary
- Drive adoption of product features through strategic client engagement
- Analyze customer feedback and suggest product or process improvements
- Maintain fluency in German to support client-facing communication quality
- Participate in hiring and onboarding new team members
- Promote a culture of accountability and client-centric service
- Report on team KPIs to senior leadership regularly
- Manage workload distribution and capacity planning for the team
- Ensure compliance with internal processes and customer data policies
- Stay updated on industry trends in customer success and SaaS platforms
- Facilitate knowledge sharing and training sessions within the team
- Contribute to process improvements in customer onboarding and lifecycle management
Compensation
Not specified
Work Arrangement
Hybrid
Team
Customer Success team in a SaaS environment
Why This Role Matters
- This position plays a critical role in ensuring German-speaking clients achieve value from the platform, directly influencing retention and long-term satisfaction.
- The manager will shape team effectiveness and serve as a key link between frontline success managers and executive leadership.
Contract Details
- This is an 18-month fixed-term contract role.
- There is no option for extension or conversion to permanent status at this time.
Not available
