Cologne

As team leader, you and your team are responsible for the success of our customers with our legal product platform. Tailor-made solutions for data protection and warnings provide the perfect basis for a legally secure online store.

In total, you will manage a portfolio with more than 6,000 accounts and almost €5 million ARR. Together with your team, you will implement our legal strategy, be operationally responsible for the success and satisfaction of our customers during the customer lifecycle and ensure a long-term relationship.

Your role

• Team leadership and development: You are responsible for a team of currently 6 CSM. You promote the continuous development of your team and initiate projects that you implement independently as a team, e.g. customer journey optimization.

• Customer Success: Your heart beats for customer value and you and your team focus on the goals of our legal customers, recognize expansion potential and identify risks. You contribute the insights gained to the development of our Customer Success strategy and initiate the optimization and creation of playbooks and processes in your area. In addition, you are in close dialog with CSM team leads who manage our tech, mid and high touch portfolios

• Retention focus: You work in a data-driven manner and implement strategies to increase customer retention together with your CSM team. You ensure the achievement of critical retention targets and report on these in close cooperation with your Director.

• Internal stakeholder management: You shape and shape the close cooperation with Legal Account Management, Legal Consultants, Lawyers and other interfaces such as Product Management, Finance, New Business Sales, Contract and are an internal ambassador for the success of your customers. You will also be actively involved in recruiting new talent.

• You have several years of experience in customer success management (B2B) in a SaaS company and in the disciplinary and technical management of CSMs

• You are a professional when it comes to B2B customer success, are characterized by your strong hands-on mentality and are available to your team as an escalation instance. You maintain an overview of quality and quantity

• You think analytically and communicate confidently in German and English

• In a team that is clear about its role, goals and tasks, you are the sparring partner and mentor who provides food for thought and helps the team to develop further

• You think Customer Success Management holistically and create the necessary freedom for your team to develop.

• Despite the full remote option, you are also prepared to come to the office in Cologne at agreed intervals.

Benefits

• New Work: Home Office or flexible working from Germany, Spain, Netherlands, Poland, France, Italy

• Permanent contract with Europe's trusted brand

• 28vacation days

• 2.5additional days off at Christmas, New Year's Eve and Carnival

• Buddy programme (an experienced trustee is at your side)

• Individual training opportunities

• Team events (summer party, Christmas party, unit events)

• Health Pass (free online and offline sports, fitness and health courses)

BUILD A COMMUNITY OF TRUST WITH US - #cometotrust

Not sure if you are what we are looking for? Apply! ​

At Trusted Shops, we are interested in you as a person - whether you fit in with us is independent of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity. Trusted Shops is clearly committed to diversity and against discrimination.