Team Lead (f/m/d) Customer Success DACH Key Accounts

Does your heart beat for solving our customers’ problems and putting their success first?
Do you see product adoption as a fundamental requirement for positive customer outcomes and enjoy developing plans that align both?

Then become part of our success story and take over leadership of our Customer Success Team with a focus on enterprise clients.

Your team supports several hundred online shops with a total ARR of more than €7 million. Through targeted measures, you guide your customers toward optimal product usage—putting both product adoption and the value of our platform at the center.

• Product Adoption & Review Growth
  Together with your team, you ensure optimal product usage and prioritize initiatives to increase product adoption, thereby driving the growth of reviews. You always maintain a focus on the consistent visual integration of our trust elements—as a foundation for securing long-term customer value aligned with our value proposition.

• Success Plans
  You develop tailored success plans with your team to ensure that their business goals and product adoption objectives go hand in hand.

• Focus on Retention
  Together with the Team Lead for High-Touch Account Management, you develop and coordinate strategies to increase retention—for example, through proactive customer engagement as part of the Renewal Playbook.

• Team Leadership
  You lead a team of currently five Customer Success Managers and support them in developing repeatable processes and mechanisms to make our key accounts—established e-commerce professionals—successful.

• Cross-Functional Collaboration
  You act as a central interface between executive leadership, sales, product management, and other stakeholders, ensuring that customer success is made visible within the organization.

• Reporting & Analysis
  You analyze the relevant KPIs and regularly report results and progress in close collaboration with your Director to enable data-driven decisions.

What You Bring

• At least 3 years of relevant professional and leadership experience in a comparable role

• Strong leadership skills and the ability to motivate and guide teams to achieve goals together

• Strategic experience in managing onboarding, product adoption, and customer success in a SaaS environment, with a focus on measurable customer outcomes

• Strong analytical thinking, confident decision-making based on data, and fluency in both German and English

• Deep understanding of the B2B SaaS landscape and the challenges of proactive customer engagement and retention

• Experience as a people manager, including supporting team members, driving professional development, and participating in recruitment processes

• Willingness to travel to our office in Cologne at agreed intervals

  What We Offer

• Hybrid Work: Combine fixed office days with remote flexibility

• Workation: Temporarily work from another EU country, Iceland, or Norway

• Permanent employment with Europe’s most trusted brand

• 27 vacation days plus 3.5 additional days off on Christmas, New Year’s Eve, and Carnival

• Buddy program: Get support from an experienced colleague during your onboarding

• Individual development opportunities and internal learning programs

• Team and department events for regular connection and exchange

• Health Pass: Free access to online and offline sports, fitness, and wellness classes

BUILD A COMMUNITY OF TRUST WITH US - #cometotrust

Not sure if you're what we're looking for here? Apply!

At Trusted Shops, we are interested in you as a person - whether you fit in with us is independent of gender, nationality, ethnic and social origin, religion/belief, disability, age, and sexual orientation and identity. Trusted Shops is clearly committed to diversity and against discrimination.