Robin Cook

Lead Customer Success Operations & Growth

Robin Cook

full-time

Posted on:

Location Type: Hybrid

Location: Bremen • Germany

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Job Level

Senior

About the role

  • You lead the Customer Success team both functionally and in terms of personnel, developing it through clear leadership and targeted coaching.
  • You are responsible for the success of our existing customers, including upselling and long-term account development, and you will also work directly with customers.
  • You refine and scale effective Customer Success structures, processes, and playbooks and ensure their implementation in day-to-day operations.
  • You manage Customer Success using key KPIs, identify patterns, and derive concrete actions to drive growth and customer retention.
  • You work closely with Product, Onboarding, and executive management, bring structured customer feedback into product development, and drive cross-functional CS-related projects.

Requirements

  • Several years of experience in Customer Success or Account Management with a focus on existing customers and a clear upselling mindset
  • Several years of leadership experience as well as experience in projects, change initiatives, or building structures
  • Ability to translate operational topics into sustainable processes and clear ways of working
  • Strong understanding of growth, customer retention, and proactive Customer Success practices
  • Clarity in communication, prioritization, and decision-making
  • Fluent German
Benefits
  • Competitive compensation with a base salary and a performance-based component
  • Modern equipment and tools to enable efficient work
  • Company fitness program via Wellpass
  • A light-filled loft office in Bremen's Überseestadt
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
leadershipcoachingcommunicationprioritizationdecision-making