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

Are you passionate about solving our customers' problems and putting their success first? Do you see product adoption as a basic prerequisite for positive customer outcomes and enjoy developing plans to harmonise the two?

Then become part of our success story and lead our Customer Success Team in the mid-touch segment as parental leave replacement until 02/2026 with immediate effect! Your team looks after several thousand online shops with an annual turnover in the double-digit millions . Through targeted measures, you will guide your customers towards optimal product utilisation. You will focus on product adoption and the benefits of our product platform for customers.

• Onboarding, product adoption and review growth: You and your team set priorities to ensure the successful onboarding of our new customers. You will also focus on the product adoption of our existing customers. You always keep an eye on the growth of reviews across the entire customer portfolio as a basic prerequisite for benefit growth.

• Success plans: You and your team develop customised ‘success plans’ for part of the customer portfolio to ensure that their business goals and product adoption goals go hand in hand.

• Focus on retention: Together with the Mid Touch Account Management team leader, you will develop and coordinate strategies to increase retention, e.g. through proactive customer engagement with the aim of sustainably improving the customer experience.

• Team leadership: You will lead a team of currently eight Customer Success Managers and support them in developing repeatable processes and mechanisms to make both startups and established e-commerce professionals successful.

• Interface management: You act as a central interface between management, sales, product management and other stakeholders and ensure that customer success is made visible internally.

• Reporting and analysis: You analyse the relevant KPIs and regularly report the results and progress in close cooperation with your Director to enable data-based decisions.

• You have at least 3 years of relevant professional and leadership experience in a comparable position.

• You have strong leadership skills and the ability to motivate and guide teams to achieve goals together.

• You have experience in strategically managing onboarding, product adoption and customer success in a SaaS environment and making the success of your customers measurable.

• You are analytically strong, know how to make data-based decisions and can communicate confidently in German and English.

• You are experienced in the B2B SaaS environment and are familiar with the requirements and challenges of proactive customer support and retention.
  

• As a People Manager, you not only support your team, but are also involved in recruiting processes and promote the further development of employees.

• You are also prepared to come to the office in Cologne at agreed intervals.

What we offer you

• Hybrid work: Combine fixed office days with flexible remote work

• Workation: Work temporarily from another location within Europe

• Fixed-Term contract as Parental Leave Replacement until 02/2026 with Europe's trusted brand

• 27 vacation days + 3.5 additional days off at Christmas, New Year's Eve and Carnival

• Buddy programme (an experienced trustee is at your side)

• Individual training opportunities

• Events (Team Events, Unit Events, etc.)

• Health Pass (free online and offline sports, fitness and health courses)

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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.