Team Lead, Customer Success

Role Overview

• Develop and execute a clear Customer Success strategy aligned with ablefy’s growth ambitions.
• Drive revenue growth through CSM, focusing on retention & churn reduction, product adoption, expansion & share of wallet.
• Translate customer insights into scalable success motions and into goals and tasks for the team.
• Cultivate robust, long-lasting customer relationships, acting as a proactive partner as customers scale.
• Tailor engagement to each customer’s maturity stage, empowering them with the right resources, product insights, and strategic guidance.
• Build a strong network of ablefy advocates and foster a thriving customer community.
• Be the voice of the customer internally, ensuring customer needs clearly influence decisions.
• Own and manage escalations, ensuring smooth resolution of complex or technical issues.
• Drive adoption of ablefy’s full product suite, including European compliance tools, flexible payment and checkout solutions, subscription and recurring revenue modules.
• Maintain a tight feedback loop with Product, Tech, and Compliance, translating customer needs into product requirements, feature improvements, better overall customer experience.
• Analyze customer data to understand engagement, predict risks, and uncover growth opportunities.
• Deliver actionable insights that enable data-driven decisions across the company.
• Professionalize Customer Success (define and document clear SOPs, establish reliable processes and ways of working, obsess over details — because great execution lives there).
• Build, mentor, and lead a high-performing Customer Success team.
• Set a culture of ownership, customer empathy, and excellence.

Requirements

• Minimum 2 years of leadership experience in Customer Success or related roles, ideally within B2B SaaS, fintech, or digital commerce.
• Proven experience building, scaling, and leading high-performing Customer Success teams.
• Strong understanding of digital entrepreneurs and online business models, payment processing & checkout flows, subscription-based and recurring revenue models, cross-border transactions and European compliance requirements.
• A growth mindset with a clear focus on retention, expansion, and customer lifetime value.
• Strong analytical skills and confidence working with CS metrics such as churn, NPS, and product adoption.
• A hands-on mentality — you enjoy being close to customers and leading from the front.
• The ability to bring structure, clarity, and reliability into fast-moving, complex environments.
• Excellent communication skills and strong stakeholder management across Product, Tech, and Compliance.
• Strong alignment with ablefy’s mission to build innovative, compliant, and scalable solutions for digital businesses.
• Fluency in German and English.

Benefits

• Paid time off – 30 vacation days.
• A competitive salary.
• A personal training and development budget of €1,500 per year.
• Responsibility and trust from day one.
• Individual coaching and further training to support you in your development.
• A free BVG ticket.
• Employee discounts at numerous companies (e.g. at the gym or in online stores).
• Pension program with company match up to 30% of employee contributions.
• A culture of equity and inclusion where you are appreciated for the person you are.