Customer Success Team Lead

Are you looking for a big challenge and the opportunity to shape and lead a high-performing Customer Success team and soon opening office in Munich?_

Do you bring both hands-on experience with customer onboarding and engagement, and the leadership mindset to coach others and improve how a team operates? Then you have some of the key qualities we’re looking for in our next Customer Success Team Lead.

**The opportunity and what we offer**

Formalize is on an expansive journey with strong market traction across Europe. As our new Customer Success Team Lead, you will balance hands-on customer work with team leadership responsibilities for our German CS team. You will play a key role in managing strategic accounts, coaching the local CS team, and aligning day-to-day operations with our broader customer success goals.

Also, you will have the unique opportunity to be one of the first hires shaping our physical presence in Germany, as we open our brand-new office in Munich with the location soon to be finalized.
- Be part of a fast-growing international SaaS company
- High level of trust and autonomy
- Be part of a social, diverse and international team

**Responsibilities**
- Manage the customer relationship from onboarding to renewal, acting as the primary contact for strategic accounts.
- Act as a trusted advisor to compliance, IT, and security stakeholders to ensure customers realize the full value of the Formalize platform.
- Deliver proactive support through training, workshops, and strategic check-ins tailored to customer needs.
- Drive feature adoption and engagement, with a focus on high-value modules such as NIS2 and DORA, and monitor account health using usage data and feedback.
- Collaborate with Sales during renewal cycles and identify opportunities for upsell or cross-sell.
- Provide structured feedback to Product and CS Operations based on recurring customer pain points or feature requests.
- Maintain accurate records of customer interactions and success metrics.

**Qualifications and about you**
- 2-4 years of experience in B2B SaaS or GRC, in a similar customer facing position
- Connect effortlessly with multiple clients and build lasting relationships simultaneously while maintaining attention to detail and follow-through.
- Strong communicator, collaborator and problem solver
- Familiarity analyzing customer behavior and usage data to and usage data to proactively address risks and uncover growth opportunities.
- Structured, diligent and dedicated
- Native in German and professional fluency in English
- Able to work 40 hours/week in our soon to be determined office in Munich
- You thrive in an environment where you contribute to maintaining a high momentum

**About Formalize**

Formalize is a tech company founded in 2021 with offices in Aarhus, Copenhagen, Milan and Madrid. Currently we are a team of +150 people from 14 nationalities operating in multiple European markets and are one of the fastest growing SaaS scale-ups.

Our journey started within the whistleblowing compliance sector, highlighted by the award-winning Whistleblower Software by Formalize, laying the foundation of our success story.

This initial chapter has been within whistleblowing compliance and meeting those regulations. Along the way we established strong partnerships and a base of satisfied customers. Our commitment was recognized through the best customer support, which earned us reputation as a customer-centric pioneer. But now, we extended our expertise to a larger compliance universe including data compliance, risk and privacy.

Formalize helps companies to effortlessly navigate and stay ahead in the ever-changing landscape of compliance. Our platform adapts to regulatory changes, continuously adapting to meet, and foresee, the evolving needs of our users - ensuring businesses remain compliant and confident in their operations.

**Traits that describe our culture and employees**:

- We are all very goal oriented and hardworking
- We are responsible, and we like accountability
- We are connecting, and we like to build meaningful relationships
- We are optimistic and like to laugh and have a positive atmosphere
- We like to dream big and to have clear visions for the future

**Test in the recruitment process**
- Fit between the person and work tasks
- Fit between the person and the colleagues in the team
- Fit between the person and the management

We know that when this is staged optimally, you thrive and succeed much better in your job.

**Recruitment Process**
- Completion of Talent test
- 30 minutes online interview with recruitment screenment
- 45 minutes online interview with our hiring manager
- 30 minutes cultural interview with one of our current Customer Success Managers

We will hold interviews and hire on an ongoing basis. For more information or questions please contact the responsible recruiter in the Talent team.