Enterprise Customer Success Team Lead DACH

Are you a people-person who thrives on helping others grow and succeed? Do you enjoy coaching, sharing your knowledge, and setting your peers up for success? This newly created role offers the opportunity to build our first Enterprise focused Customer Success team for DACH. Reporting directly to the Senior Director of Customer Success, you’ll drive team performance through coaching, development, and clear accountability, while ensuring alignment with segment, regional and global strategy. You’ll play a key role in building a strong CSM culture, enabling your team to deliver measurable impact for our largest customers. All of this while contributing to one of the most exciting industries in digitalisation — helping to make the internet a little bit safer, together with a highly driven team.

Responsibilities

Lead, guide, and support a team of Enterprise Customer Success Managers, driving performance against key metrics (gross retention, net revenue retention, and expansion) across a portfolio of high-value, strategic accounts; Build and own the enterprise account strategy including risk management, expansion planning, and executive sponsorship programs for your team's book of business; Coach your team on navigating complex, multi-stakeholder buying and renewal environments, including negotiation strategy and commercial structuring for high-ARR contracts; Personally engage with C-level and senior stakeholders on strategic accounts to build executive relationships, resolve escalations, and reinforce long-term partnership value; Clearly communicate company vision, strategy, and goals within your team, translating them into account-level execution; Collaborate closely with Sales, Marketing, and Partner leadership to ensure a cohesive enterprise/regional go-to-market strategy; Spot knowledge gaps and training needs, setting your team up for success while identifying process and tooling improvements to scale enterprise-grade delivery; Analyze account health data and portfolio trends to shape targeted strategies, risk mitigation plans, and expansion initiatives across the Enterprise segment; Represent the voice of the enterprise customer internally, ensuring insights from strategic accounts inform product, process, and go-to-market decisions; Cultivate advocacy at the executive level references, case studies, and speaking opportunities turning strategic accounts into brand champions

Requirements

10+ years Customer Success experience in a fast-growing B2B SaaS company, with meaningful time managing enterprise or strategic accounts; 3+ years leading Enterprise Customer Success teams; Demonstrated ability to build relationships with and influence senior/C-level stakeholders, both externally and internally; Commercial acumen, comfortable with quantifying ROI/value for large accounts; Strong track record of retention and expansion within complex, multi-threaded accounts; Naturally curious, skilled at uncovering stakeholders' goals, politics, and buying dynamics beyond the obvious; Resilience and grit, able to stay effective and solution-oriented navigating escalations, ambiguity, and high-stakes conversations; Confident communicator and presenter, capable of holding a room with senior internal and external stakeholders; Empathetic and people-oriented, able to build trust-based relationships internally and externally while motivating and inspiring others; Happy to travel ~30% of the time for customer onsites and industry events; Fluent in English and German; Based in Cologne or Berlin within a reasonable commute to our office

Nice to have

Exposure to complex or multi-stakeholder account portfolios

Benefits

Work/Life balance: flexible hours, 33 vacation days; Wellbeing and Financial support: Open Up, Corporate Discounts; Coming together for moments that matter: annual company off-site, team events, local meet-ups; Learning & Development Allowance, Tech Equipment, Referral Bonuses, Dog Friendly HQ