Lead Customer Success Manager

About the Role

The role is based in Berlin, and while the company offers flexible working arrangements, including remote or hybrid options, being part of the Berlin team will be advantageous for collaboration and integration with other departments. As a leader in a fast-growing company, you will need to be adaptable, proactive, and excited about the opportunity to keep learning and growing every day.

What You Will Do

• Directly manage the Customer Success team, including Account Managers and Technical Specialist CSMs, to ensure the team is aligned with the company's goals and objectives.
• Set direction, priorities, and working methods for the team, ensuring a commercial mindset is embedded across all aspects of customer success.
• Act as the final decision-maker on escalations, providing solutions that balance customer needs with business objectives.
• Coach and develop team members to enhance their skills and performance, contributing to the growth of the company.
• Define and own incentive structures aligned to net revenue retention, ensuring that the team's goals are closely tied to the company's commercial objectives.
• Own the Customer Success contribution to net revenue retention, leading efforts on renewal and expansion across key accounts.
• Engage with VP, C-level, and procurement stakeholders as an executive sponsor on strategic accounts, building strong relationships that drive long-term partnerships.
• Step in on complex or high-stakes situations, providing strategic guidance and solutions that protect and grow the customer base.
• Engage in technical topics such as APIs, AI, workflows, and CRM/helpdesk integrations to drive efficiency and outcomes in customer success operations.
• Use AI tools to improve efficiency and customer outcomes, translating technical concepts into business value for customers and the company.
• Oversee onboarding quality end-to-end, ensuring that new customers receive a seamless and effective onboarding experience that sets them up for success.
• Consolidate product feedback from customers and the success team, using this insight to improve processes, documentation, and product development.

What We Are Looking For

• 5+ years of experience in Customer Success, implementation, or CX/contact centre operations, with a proven track record of leading teams and driving commercial outcomes.
• Experience in B2B SaaS environments is essential, with a strong understanding of the challenges and opportunities in delivering customer success in a fast-paced, technically driven industry.
• Team management experience, particularly with commercial and technical profiles, demonstrating the ability to lead diverse teams towards common goals.
• Leadership and decision-making skills, with a strong ownership mindset that thrives in environments where no two days are the same.
• Ability to manage stakeholders across functions and levels, including C-level executives, both internally and externally.
• Technical capability, with a good understanding of APIs, data flows, AI tools, and workflow logic, as well as the ability to communicate technical concepts to non-technical stakeholders.
• Comfortable engaging with technical documentation and using data to drive decisions and outcomes.
• English (C1+) is required, with German (C1+) being highly valued but not essential.
• Strong written and verbal communication skills, with experience in presenting to senior stakeholders and driving engagement through clear, concise messaging.

Nice to Have

• Experience with enterprise-scale accounts and the complexities that come with managing large, strategic partnerships.
• Familiarity with AI-powered tools and their application in customer success, particularly in automating workflows and enhancing customer engagement.
• Knowledge of CRM/helpdesk integrations and how they can be leveraged to streamline customer success operations and improve customer outcomes.
• A background in a related field such as sales, marketing, or product, providing a broader understanding of the business and its operations.

Benefits and Perks

• Flexible working arrangements, including remote or hybrid options, allowing you to work in a way that suits your lifestyle and preferences.
• Direct reporting line to the CEO, providing a unique opportunity for mentorship and growth under the guidance of the company's leadership.
• High level of ownership and impact, with the opportunity to make real decisions that affect the direction and success of the company.
• Flat hierarchy and fast decision-making, allowing for agile responses to changing market conditions and customer needs.
• Strong culture of technical curiosity, encouraging continuous learning and innovation within a dynamic and supportive team environment.
• Opportunity to join a fast-growing company at a key stage in its development, with all the challenges and opportunities that come with being part of a scaling business.
• Corporate benefit package, including competitive compensation, health insurance, and other perks designed to support your well-being and career development.

• Ensure your resume and cover letter are tailored to the Customer Success Manager role, highlighting your technical skills, leadership experience, and commercial acumen.
• Prepare examples of times when you've had to manage complex stakeholders, drive renewals and expansions, and use data to inform customer success strategies.
• Be ready to discuss your experience with AI tools, APIs, and workflow integrations, and how you've applied these technologies to improve customer outcomes.
• Research babelforce's products and services to understand how they are used in real-world scenarios and how you can contribute to the company's mission.
• Develop a list of questions to ask during the interview, focusing on the company culture, team dynamics, and opportunities for growth and professional development.
• Consider creating a portfolio or case studies that demonstrate your ability to lead teams, drive customer success, and contribute to business growth.
• Be prepared to negotiate your salary based on your experience and the market rate for similar positions in Berlin, ensuring you secure a compensation package that reflects your value to the company.