Customer Success Team Lead

Lassie

Customer Success Team Lead managing a team delivering excellent service in the German pet insurance market. Leading operations and improving customer experience at a fast-growing InsurTech start-up.

Posted 5/27/2026full-timeBerlin • 🇩🇪 GermanySeniorWebsite

About the role

Key responsibilities & impact

Lead, coach and develop a team of Customer Success specialists for the German market through regular 1:1s, feedback and career development
Own the team’s day-to-day operations – staffing, planning and ensuring SLAs and quality standards are consistently met
Ensure the team meets its goals and KPIs, and translates insights into concrete actions and improvements
Continuously refine processes, workflows and tools to scale our customer experience as we grow
Work closely with other departments to ensure the customer’s voice is heard and acted upon

Requirements

What you’ll need

Proven experience leading a customer-facing team, ideally in a fast-paced scale-up, insurance or FinTech environment
An authentic people leader – you enjoy coaching talent, developing team members and building a strong team culture
Goal-oriented and results-driven – you take ownership of targets and motivate your team to achieve them
Confident using CS tools (e.g., Intercom and Fin) and applying a structured, analytical approach to problem solving
Fluent in German, both written and spoken (required)
Confident in English, both written and spoken
A passion for pets and delivering exceptional customer experiences is a big plus

Benefits

Comp & perks

The opportunity to be part of a dynamic company in an early growth stage
A flexible, warm and energetic company culture
An international work environment with plenty of room for initiative and short decision-making paths
The excitement of working on a unique product that makes the world a little better
A hybrid working model combining office and remote work
Deutschlandticket or Urban Sports Club membership
30 paid vacation days per calendar year
After-work meetups and team events
Dogs are of course welcome in the office 🐶

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

leadershipcoachingteam developmentgoal-orientedresults-drivenownershipmotivationteam culture