Team Manager Customer Success

Vor 6 Tagen

Greater Dusseldorf Area, Deutschland Stepstone Deutschland Vollzeit 80.000 € - 120.000 € pro Jahr

Role Description

As Team Manager Customer Success you will lead two highly specialized teams with a clear mission: to measurably enhance the customer experience and sustainably improve key metrics such as satisfaction and retention.

Your goal is to turn customer feedback — especially complaints — into impactful, company-wide initiatives that elevate our service standards and drive innovation across the organization. You will shape strategic direction, set benchmarks for excellence in customer success, and champion a culture of continuous improvement.

Responsibilities

  • Lead, coach, and develop two high-performing teams to deliver exceptional results.
  • Shape the strategic direction of Customer Success and define key initiatives to enhance customer experience and KPIs.
  • Design and implement innovative service concepts along the customer journey.
  • Manage complex customer cases independently and ensure sustainable solutions.
  • Define processes, standards, and KPIs; create reports and derive insights for continuous improvement.
  • Collaborate closely with cross-functional teams from Sales, Service, Product, and Marketing.

Qualifications

  • 5+ years combined work experience
    of experience in Customer Success, Account Management, or Customer Service leadership roles.
  • Proven track record in team management and developing high-performing, customer-focused teams.
  • Strong analytical and strategic thinking skills, with the ability to translate insights into action.
  • Experience with complaint management processes and a passion for turning feedback into improvement initiatives.
  • Excellent communication and stakeholder management skills in both German and English.
  • Customer-centric mindset with a focus on satisfaction, retention, and continuous improvement.
  • Hands-on mentality, high resilience, and the ability to drive change in a dynamic environment.
  • You bring experience in SaaS, HR tech, or B2B software partnerships.

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