Team Lead – Customer Success
RaiseNow
full-time
Posted on:
Location Type: Hybrid
Location: Berlin • 🇩🇪 Germany
Visit company websiteJob Level
Senior
About the role
- Lead, mentor, and empower a team of 4 Customer Success Managers
- Drive their growth in scalable relationship management, adoption strategies, technical expertise, and campaign optimization and automation
- Foster a proactive, customer-centric team culture
- Lead and support CSMs in managing customer portfolios of emerging and free customers
- Leverage data-driven insights and scalable engagement tools to assure value realization
- Track account health, and identify churn risks and expansion opportunities proactively
- Drive onboarding and adoption
- Optimize structured customer journeys and strengthen self-service resources like tutorials, guides, and webinars
- Provide technical guidance, support escalations, and deliver best practices in digital fundraising and campaign strategy to ensure strong value realization
- Track team performance through KPIs, and analyze the team portfolio through data-driven analysis
Requirements
- Technical background in the form of a university degree (e.g. business informatics) or relevant work experience
- Several years Customer Success or Client Services experience in a SaaS, digital fundraising or payment service provider environment, including 2-3 years in a leadership role
- Knowledge of SaaS, payment technologies, APIs, and integrations; programming skills are advantageous
- Familiarity with digital fundraising workflows, marketing automation, and customer engagement strategies
- Strong leadership skills with a focus on coaching, team development and creating a high-performance environment
- Independent and pragmatic approach combined with an ability to think strategically
- Experience working with multiple internal and external stakeholders
- Strong written and verbal command of English and German (C1)
- Nice to have: Strong command of French or Dutch
Benefits
- 5 weeks paid annual leave plus additional PTO days per year with RaiseNow + your birthday as PTO
- Free access to psychological counselling when you're not feeling well
- Flexible work schedules with annual working time as well as temporary working abroad options
- Project autonomy and space for personal development from the beginning
- Regular team events + one workation per year to meet all colleagues in one spot
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaSdigital fundraisingpayment technologiesAPIsintegrationsmarketing automationcustomer engagement strategiesdata-driven analysisKPI trackingtechnical guidance
Soft skills
leadershipcoachingteam developmentstrategic thinkingindependent approachpragmatic approachcommunicationcustomer-centric culturerelationship managementproblem-solving
Certifications
university degree in business informatics