You lead the Customer Success team both functionally and in terms of personnel, developing it through clear leadership and targeted coaching.
You are responsible for the success of our existing customers, including upselling and long-term account development, and you will also work directly with customers.
You refine and scale effective Customer Success structures, processes, and playbooks and ensure their implementation in day-to-day operations.
You manage Customer Success using key KPIs, identify patterns, and derive concrete actions to drive growth and customer retention.
You work closely with Product, Onboarding, and executive management, bring structured customer feedback into product development, and drive cross-functional CS-related projects.

Several years of experience in Customer Success or Account Management with a focus on existing customers and a clear upselling mindset
Several years of leadership experience as well as experience in projects, change initiatives, or building structures
Ability to translate operational topics into sustainable processes and clear ways of working
Strong understanding of growth, customer retention, and proactive Customer Success practices
Clarity in communication, prioritization, and decision-making
Fluent German

Lead Customer Success Operations & Growth

Key skills