Customer Success Team Lead (German Speaking)

About the Role

At Filestage, we believe that customer success is crucial to driving long-term growth and revenue retention. As a fully remote team, we offer flexible schedules, remote work stipends, and a budget for hardware and home office setup. Our company culture is built on values of knowledge sharing, reflective thinking, and clear communication.

What You Will Do

• Define and implement a world-class customer success journey for German-speaking clients
• Manage a high-touch portfolio of key accounts, ensuring timely onboarding, enablement, and health-score management
• Develop and refine the CS operating system, including processes for onboarding, enablement, and risk management
• Collaborate with RevOps to ensure seamless handovers between Customer Success and Account Management
• Standardize value delivery, including perfecting the value narrative in QBRs and shortening time-to-value in onboarding
• Proactively manage retention and risk, monitoring health signals and running structured recovery plans
• Cultivate a high-performance team, leading weekly cadences such as portfolio reviews, risk assessments, and enablement sessions
• Coach CSMs toward a proactive, data-driven approach, freeing up human time for high-impact conversations
• Act as the voice of the customer, translating customer bottlenecks and feedback into actionable insights for the Product team

What We Are Looking For

• 5+ years of experience in customer success, preferably in a leadership role
• Fluency in German, with excellent communication and interpersonal skills
• Strong understanding of digital skills, including review and approval platforms
• Experience with remote work, including virtual team collaboration and communication
• Proven track record of driving revenue growth and retention through customer success initiatives
• Strong analytical and problem-solving skills, with the ability to interpret customer data and feedback
• Experience with CS tools and software, including health-score management and onboarding platforms
• Strong leadership and coaching skills, with the ability to develop and mentor high-performing teams

Nice to Have

• Experience with sales or account management, particularly in the DACH region
• Knowledge of marketing automation and CRM systems
• Certification in customer success or related fields
• Experience with data-driven decision making, including data analysis and interpretation

Benefits and Perks

• Fully remote work setup, including a budget for hardware and home office setup
• Flexible schedule and work-life balance, with 38 days of holiday per year
• Opportunity to work with a fast-growing startup and a dynamic team
• Professional development and growth opportunities, including training and mentorship
• Access to a strong team culture, including virtual events and meetups
• Competitive compensation package, including equity options
• Health and wellness benefits, including mental health support and employee assistance programs
• Recognition and reward programs, including employee recognition and reward schemes
• Volunteer and charity opportunities, including paid volunteer days and charity matching programs

• Develop a strong understanding of customer success principles and practices, including health-score management and onboarding strategies.
• Build a portfolio of case studies and success stories, demonstrating your ability to drive revenue growth and retention through customer success initiatives.
• Practice your German language skills, including written and verbal communication, to ensure fluency and accuracy.
• Research Filestage's review and approval platform, including its features and benefits, to demonstrate your knowledge and understanding of the company's products.
• Prepare examples of your experience with remote work, including virtual team collaboration and communication, to demonstrate your ability to work effectively in a distributed team environment.
• Review the company's values and culture, including its emphasis on knowledge sharing, reflective thinking, and clear communication, to ensure alignment with your own values and work style.
• Prepare questions to ask the interviewer, including questions about the company's customer success strategy, the role and responsibilities of the Team Lead position, and the opportunities for growth and development within the company.