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

Trusted Shops SE (DE) • Cologne

Cologne

from today / asap

Your duties

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.

Your profile

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)

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.

Contacts

Your benefits in commercial

Sales Coach

Nobody works exactly the way you do. We offer you individual coaching and support by our sales coaches. Address topics that you find difficult and become even better at what you already know.

New work

Work from wherever you feel most comfortable. Whether in one of our 5 offices or temporary from another location in Europe.

Health Pass

Stay fit – physically and psychologically. Our company health management offers you a wide range of courses, presentations and workshops.

Internationales flair

With a team from more than 40 different nations, it never gets boring. We celebrate our diversity and the countless new perspectives it gives us.

Individual development opportunities

Unleash your talent and improve your individual skills that support you in your work.

Buddy programme

Your buddy will help you settle in when you first start out with us. Later, you can also share your experience with new colleagues.

Tools

Always up to date. We work with the latest tools to provide our colleagues with the best possible support.

Team events

Whether in summer, winter or whenever it suits your team – we enjoy spending time together.

Our values

Transparency

Open and clear communication gets us to our goals quickly. Address your topics openly – we will find a solution for everything together.

Respect

Every single one of our colleagues is a valuable part of our community. Respectful interaction and openness are prerequisites for our work.

Trust

We know you’re doing a great job – otherwise you wouldn't be here. We trust you, your skills, ideas and intentions.

Employee reviews

As a account manager, I support the account management team of the DACH market as a kind of "special force" and work independently on various projects that make the account managers' daily work easier. From the very beginning, I have been given a high amount of personal responsibility and trust. Trust is not just something that is said lapidary, but is lived throughout the entire company. I particularly like the New Work policy at Trusted Shops. I love the possibility to work from anywhere and I can hardly wait to leave south during winter. Although I live about 500 kilometres away from Cologne, I feel very connected to my team. Even beyond that, all my colleagues have been extremely supportive and open towards me, and at the end of the day it often feels like I'm working with friends - I've never experienced that before.

I really enjoy my daily work and like to challenge myself. Every day I learn new approaches that make the work in telesales special. I'm not a door-to-door salesperson; on the contrary, our customers are often grateful for the contact and the conversations are interesting thanks to the individuality of the industries. If you already think that sounds exciting, I can tell you that there is much more to discover. Find out for yourself.

Have we awakened your interest?

Apply now