Customer Success Team Lead (German Speaking)
WFA Digital Insight
As the demand for digital skills and remote work expertise continues to soar, Customer Success Team Leads are in high demand. With the rise of remote work, companies like Filestage are looking for professionals who can architect seamless customer success journeys. In this role, you'll have the opportunity to define what a world-class success journey looks like and lead by example. With the customer success market expected to grow by 25% in the next year, this is an exciting time to join a company that's pushing the boundaries of what's possible in this space.
Job Description
About the Role
The Customer Success Team Lead role at Filestage is a pivotal position that will define the future of customer success at the company. As a fully remote team, Filestage is looking for a professional who can manage customer success journeys and define the CS operating system. The successful candidate will be responsible for leading by example, building the operational standards for the rest of the team, and ensuring a seamless 'handshake' between Customer Success and Account Management.In this role, you'll have the opportunity to work with a fast-growing startup in a booming market. Filestage has raised its Series A and has over half a million users across 500+ companies, including AB InBev, LG, Havas, GroupM, and Emirates. The company is committed to creating a seamless approval process that helps people deliver their best work.
What You Will Do
- Define the CS operating system in partnership with RevOps
- Refine the foundation for onboarding, enablement, and health-score management
- Ensure the CS/AM 'handshake' is seamless
- Standardize value delivery and turn day-to-day execution into team-wide standards
- Proactively manage retention and risk by building systems to predict churn
- Cultivate a high-performance team through weekly cadences and enablement sessions
- Act as the voice of the customer and translate customer bottlenecks and feedback into actionable insights
- Lead by example with your own high-touch DACH portfolio
- Build the systems to predict churn and protect Gross Revenue Retention (GRR)
- Enable champions within the largest accounts
- Perfect the 'Value Narrative' in QBRs and shorten Time-to-Value in onboarding
What We Are Looking For
- Fluency in German and ability to work in a European time zone
- Experience in customer success, preferably in a leadership role
- Strong understanding of customer success principles and practices
- Ability to define and implement CS operating systems
- Experience with onboarding, enablement, and health-score management
- Strong communication and leadership skills
- Ability to work in a fully remote team and manage a portfolio of high-touch accounts
- Experience with data-driven approaches and analytics tools
Nice to Have
- Experience with sales and account management
- Knowledge of the marketing and advertising industry
- Certification in customer success or a related field
- Experience with project management tools and software
Benefits and Perks
- Fully remote work arrangement with flexible schedule
- Opportunity to work with a fast-growing startup in a booming market
- Collaborative and dynamic team environment
- Professional development opportunities
- Access to cutting-edge technology and tools
- Competitive salary and benefits package
How to Stand Out
- Make sure you have a strong understanding of customer success principles and practices before applying
- Highlight your experience with data-driven approaches and analytics tools in your application
- Be prepared to talk about your experience with onboarding, enablement, and health-score management in the interview
- Show examples of how you've defined and implemented CS operating systems in previous roles
- Research the company and its products to show your enthusiasm and interest in the role
- Practice your German language skills before the interview to ensure fluency
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