Enterprise Customer Success Team Lead DACH

The role

You will lead and support a team of Enterprise Customer Success Managers to drive performance across high-value strategic accounts. You will build enterprise account strategies, coach the team on complex negotiations, and engage with C-level stakeholders.

What you will do

• Lead, guide, and support a team of Enterprise Customer Success Managers
• Drive performance against gross retention, net revenue retention, and expansion metrics
• Build and own enterprise account strategy including risk management and expansion planning
• Coach team on navigating complex multi-stakeholder buying and renewal environments
• Engage with C-level and senior stakeholders to build relationships and resolve escalations
• Communicate company vision and strategy within the team
• Collaborate with Sales, Marketing, and Partner leadership
• Identify knowledge gaps and training needs for the team
• Analyze account health data and portfolio trends
• Represent the voice of the enterprise customer internally

Required qualifications

• 10+ years Customer Success experience in a fast-growing B2B SaaS company
• 3+ years leading Enterprise Customer Success teams
• Ability to build relationships with and influence senior/C-level stakeholders
• Commercial acumen to quantify ROI/value for large accounts
• Track record of retention and expansion within complex accounts
• Fluent in English and German
• Based in Cologne or Berlin within a reasonable commute to our office
• Happy to travel ~30% of the time

Nice to have

• exposure to complex or multi-stakeholder account portfolios

Benefits

• flexible hours
• 33 vacation days
• Open Up
• Corporate Discounts
• annual company off-site
• team events
• local meet-ups
• Learning & Development Allowance
• Tech Equipment
• Referral Bonuses
• Dog Friendly HQ

About the company

SoSafe is a human risk management provider that uses an awareness platform to trigger behavioural change regarding cybersecurity and data protection. It is a fast-growing security awareness scale-up backed by Highland Europe and Global Founders Capital.