Customer Success Lead

vor 2 Wochen

Berlin, Deutschland 150 Minuten GmbH Vollzeit

Join two experienced founders in Berlin and help build an exceptional and mission-driven startup: improving our customers’ health and quality of life. After securing substantial funding from a top VC fund with our strong business case, we are now looking for a Customer Success Lead (M/F/x) ready to go full speed.

**YOUR ROLE**:
As Customer Success Lead (M/F/x), you will work with great independence and ownership to **elevate and maximize our members’ experience** through personalized, empathetic, and efficient customer support. Leveraging our learnings from numerous interactions, you will **build a world-class team to provide an outstanding service level for our members. **Together with the founder team, you will **hire and lead a diverse Customer Success team**. You love to roll up your sleeves and work with the team on all strategic and operational tasks to help build a great company with us. Your business acumen, execution skill set, and “can-do” attitude are mission critical.

**WHAT YOU WILL DO**:

- **Be our members’ advocate** and representative with all internal and external groups and stakeholders
- Develop effective solutions to support our members and solve their challenges to **maximize customer satisfaction, stickiness, and retention**
- Design processes **from scratch, select and roll out tools** to automate and ensure a smooth, efficient customer interaction
- Build and **lead a first-rate Customer Success team** and constantly develop your teams’ capabilities by coaching, mentoring, recruiting, and retaining top talent
- Facilitate **close collaboration with Product and Marketing **to ensure a smooth and comprehensive customer experience

**WHAT WE OFFER**:

- A unique opportunity to join us right at takeoff and help build and shape a healthy, mission-driven company to **improve the lives of millions**
- **Competitive compensation** with an **attractive equity option plan** so that we all can benefit from our success
- **An accelerator to your career**: We are working hard to become THE international market leader in our field and your opportunities to grow will be vast
- **A booster to your personal learning curve from day one**: We will help you grow and will do our best to help you excel
- Things money can’t buy: A great place to work in the heart of Berlin in a **collaborative culture with talented, broad-minded, interesting people**

**WHAT YOU NEED TO SUCCEED**:

- You have gained **2+ years of first-hand Customer Success leadership experience** in a high-growth venture-backed startup (experience in digital health and/or fitness would be a plus)
- You have **dealt with all facets of building a Customer Success organization from scratch **incl. selection and rollout of customer success automation tools and have shown entrepreneurial drive with a history of hiring and developing high-performing teams/talent
- You have a **great amount of empathy**, love to understand and solve our members’ problems and can see things through their eyes
- Fluency in German and English as well as **excellent written and verbal** communication skills
- You have completed at least a bachelor’s degree with a focus on business, innovation, product, or a related field

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