Teamlead Customer Success Management (m/w/d)

Role Summary

do you feel like...

for a role as a team lead in which you act as an inspiring anchor point for our CSM team? With a healthy mix of passion and methodical clarity, you will support your colleagues in operational business. Together you will ensure that our vision of uncomplicated health care reaches our customers with the highest level of excellence every day.

your profile

The role is divided into three content areas

1. Operational excellence and passion for quality

You are the guarantee for maximum customer satisfaction and smooth customer journeys. With your hands-on mentality, you ensure excellent support and proactively promote service quality.

Ensuring operational excellence by monitoring and optimizing key CSM metrics (e.g. Retention Rate, Net Promoter Score, Churn Avoidance and Customer Satisfaction).

Regular QM and feedback jour fixes to continuously develop the customer journey and derive effective optimization measures.

Continuous, inspiring exchange and updates with the operations team as well as the management of occupational safety and company medicine to guarantee smooth service provision.

You are responsible for excellent operational performance and always act in a solution-oriented manner. Even when the workload is high, your strong hands-on mentality allows you to maintain an overview and ensure a smooth service.

You provide support with invoice queries and confidently manage complaints management in order to always resolve customer concerns constructively.

Direct and agile coordination with management and the Head of Engineering (IT development) to incorporate customer feedback directly into our product solutions.

1. Visionary leadership and team development

Here you take the helm and guide our Customer Success Team to success. Your inspiring leadership is key to our culture, team success and our shared growth.

Inspiring professional and disciplinary leadership of the entire Customer Success Team.

Leading role in actively shaping the team culture

Designing future-oriented recruiting channels and actively participating in job interviews to attract the best talent

Strategic responsibility for the continuous training and development of your team (e.g. in the areas of customer experience, negotiation and agile methods).

Close and direct collaboration at eye level with the management to ensure the future-oriented orientation of the CSM area.

1. Business development – growing with heart and mind

You recognize opportunities and transform them into sustainable growth. Your expertise fuels the expansion of our business area.

Strategic further development of existing customer relationships - the successful establishment of all relevant kaer portfolio areas.

Commercial development of our existing customers through the proactive recognition and use of up- and cross-selling potential.

Expert support for strategic key account appointments in the convincing role of CSM team lead.

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Flexibility that suits your life: Flexible time models and the freedom to work completely remotely from anywhere in Germany.

First-class equipment: Modern, purely digital equipment (hardware & software) that makes working fluid and fun.

Real participation: We want your opinion. You actively develop existing processes and help build the team of the future.

Your recovery is important to us: 31 days of vacation as well as individual, personal onboarding so that you can arrive with us stress-free.

Shared moments: Regular team events where we come together as friends and colleagues.