At HERO Software, a fast-growing company with startup flair, we are looking for a Team Lead Customer Experience (m/w/d) to play a pivotal role in our customer journey. You will lead and develop our Customer Success Team, building and improving processes to make our B2B customers efficiently and sustainably successful, while contributing strategic ideas to achieve our company goals.

What You'll Do

Lead and develop the Customer Success Team, focusing on individual strengths, development potential, and team dynamics.
Build and continuously improve processes for efficient and sustainable customer success, supported by a Business Automation Manager team.
Create scalable structures, identify growth potential, and contribute strategic ideas to achieve company goals.
Be responsible for KPIs, quality, and efficiency while keeping people in focus.
Work closely with colleagues from Product, Tech, Customer Service, Project Management, and Business Development to develop the best solutions.
Report directly to the Head of Customer Relationship Management and act as a sparring partner on equal footing.

What We're Looking For

A minimum of 5 years of professional experience in Customer Success, Customer Service, Account Management, Operations, or comparable roles in a dynamic environment, ideally with a B2B focus.
Structured thinking and an analytical perspective; you love processes, tools, and efficiency improvements.
First experience in team leadership OR a strong desire to take the next step.
Strong communication skills, drive, and personal responsibility; you are motivated, inspire others, and get things done.
Hands-on mentality and enjoyment of rapid change; a scale-up is not a corporation.
Very good German and English skills.
Willingness to regularly (3x/week) come to the office in Munich.

Nice to Have

Additional languages are a plus.

Team & Environment

You will lead a team of 5 colleagues as part of the Customer Success Department, reporting directly to the Head of Customer Relationship Management.

Benefits & Compensation

Office in Munich with Alpine panorama, summer lunches on the rooftop terrace, grilling, and regular team-building events.
Fast-growing company: short communication and decision paths, informal 'du' culture from intern to CEO, open doors, highly motivated and helpful colleagues.
Exciting environment: Independent work, open feedback culture, steep learning curve, and significant scope for implementing ideas.
Further education: German course for all non-native speakers and other personal development opportunities.
Work-life balance: Flexible working on a trust basis regarding time, place, and working model.
28 vacation days, high-quality IT equipment, company pension plan, daily meal allowance, weekly free team lunch, cereal bar, free drinks.
Attractive discounts through Corporate Benefits partner.
Health benefits: Option for a job bike, EGYM Wellpass or Urban Sports Club membership, height-adjustable desks, and healthy snacks.