Team Lead Customer Success (m/f/d)

Construction, leadership and further development of a customer-centric customer-success area Construction and establishment of a customer-success management team incl. Definition of the place/roll Customer Success Manager as well as clear tasks, responsibilities and interfaces Delimitation and embedding of the Customer Success Manager against existing functions such as sales, account management, project management and technical implementation, in order to create a coherent, consistent overall concept along the customer journey Establishing clear structures and processes for consistent and value-oriented customer support Increase the success rate in testing and tendering Sustainable growth of customer satisfaction and customer retention as well as reduction of emigration Identification and realization of up- and cross-seling potentials Definition and use of suitable KPIs for measuring customer success, use and binding Close cooperation with Sales, Marketing, Product Management and Development & Support to continuously improve customer benefits and processes Balance customer needs, internal resources and strategic corporate goals

Multiannual professional experience in customer-oriented roles (e.g. customer success, service management, consulting, account management or project management) Experience in building or developing teams, structures or processes Management experience or proven responsibility for employees or professional leadership Understanding customer-success principles (onboarding, adoption, value realization, retention) Experience in designing and optimizing end-to-end processes along the customer journey Ability to understand and control customer success not only as satisfaction, but as achieved benefits Experience in cooperation with sales, technical teams and service & support Basic understanding for software products, IT-close processes and implementations of B2B solutions that require declaration Safe handling of key figures for controlling customer-related areas (e.g. Churn, Renewal, Degree of use, Satisfaction) Embossed communication and moderation capability as well as structured, independent functioning High customer and service orientation, sense of responsibility and adaptability

generous Mobile Office regulations for flexible work performance-oriented remuneration and numerous additional services, such as occupational health management a safe workplace in an innovative company that offers you long-term professional and personal development opportunities a comprehensive incorporation by experienced colleagues pleasant and modern working environment in creative teams Company and team events