Team Lead Customer Success Mid Market

vor 6 Monaten

Berlin, Deutschland Urban Sports Club Vollzeit

**The opportunity**:
As Customer Success Team Lead, you will be responsible for our mid market customer portfolio, ensuring team target achievement whilst establishing efficient processes in line with our Customer Success vision.

**Your responsibilities**:

- You lead and manage a team of 7 Customer Success Managers focused on the mid-market segment, ensuring they meet performance goals and exceed customer satisfaction and retention goals.
- You are responsible for the entire employee journey of your team, i.e. hiring, onboarding, performance management, personnel development
- You provide mentorship and guidance to the team to enhance their skills in relationship management & problem-solving
- You act as a point of escalation for customer issues and concerns, ensuring timely resolution and maintaining high levels of customer satisfaction.
- You execute strategies to drive customer success & satisfaction and continuously optimize processes throughout the entire customer journey
- You collaborate cross-functionally e.g. with Sales, Product Development & GTM Ops to advocate for customer needs and drive product enhancements and improvements.
- You analyze data and metrics to identify trends, opportunities, and areas for improvement, and take proactive measures to address them.
- You provide insights into team performance, customer feedback, and overall health of the mid-market customer segment.

**What you need to succeed**:

- You have relevant leadership experience (ideally two to three years) and are a proven expert in the B2B environment.
- You have strong leadership and team management skills, with the ability to motivate and inspire a team towards achieving common goals.
- You have excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders.
- You have an analytical mindset being able to interpret data and make data-driven decisions.
- You have the demonstrated ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities.
- You manage to keep business and customer interests in balance
- You have experience in setting up and optimizing processes and structures in Customer Success, ideally through automation
- You have a very good command of written and spoken German and English

**Our offer to you**:

- We're working in hybrid mode offering you flexibility to work onsite and from home
- WorkOUT Life Balance: 30 days paid vacation per year, flexible working hours, free access to our Employee Assistance Program, plus up to 3 months of remote working from anywhere in the EU, desk swap policy allowing additional remote working time from our other European offices
- Regular team events and other initiatives helping employees to stay productive, healthy and engaged during hybrid mode
- Personal development perks including an annual budget for books and online trainings, regular internal trainings, German and English language classes
- Many additional perks including: choice of computer/technology, dog-friendly workplace, fully equipped kitchens with healthy snacks & beverages, employee referral bonuses, private pension with employer contribution, and more
- A free Urban Sports Club L Pro Membership

**_Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof)._

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