Hybrid Team Lead – Customer Success

at Hornetsecurity

• Job title: Team Lead – Customer Success
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Darmstadt, Germany

About the role

• Lead Customer Success team developing strategies to enhance client satisfaction. Oversee projects aligned with customer needs to strengthen retention rates.

Responsibilities

• You will lead and develop a Customer Success team and report directly to the Head of Department.
• You support the team in assessing customer needs and in deriving projects and measures to strengthen our Net Retention Rate.
• You are the primary point of contact for HighTouch Management accounts and can mediate between customer requests and solutions.
• You enjoy learning new services and presenting and positioning them to our customers.
• Together with your team, you pursue the goal of making customers successful and retaining them long-term.

Requirements

• You have completed vocational training, a university degree, or an equivalent qualification, ideally in the Customer Success/Service field.
• You have professional experience in Customer Success/customer support.
• You bring initial leadership experience.
• You are familiar with using and the basic administration of CSM/CRM tools.
• You have worked with various reports and KPIs and know which metrics provide insights into an account’s satisfaction.
• You are equally proficient in German and English, both written and spoken.

Benefits

• Freedom for innovation and the ability to act independently in a future-oriented company.
• Short decision-making paths and flat hierarchies in an open working atmosphere.
• Opportunities for personal and professional development.
• Temporary Employee Exchange Program – we support you to work at our global office locations and explore the world (e.g., Malta, Madrid, Montréal, Washington).
• Remote work option and flexible working hours.
• No dress code – come to work in the clothing you feel comfortable in.
• Delicious coffee, tea, soft drinks and daily fresh fruit available.
• Regular global update meetings with tasty pizza or donuts for all offices.
• Free Book Policy – we order your professional books.
• Team events such as laser tag, escape rooms or get-togethers at our own legendary beer truck in Hannover – expect surprises.
• Be-Active Bonus – we subsidize your fitness memberships.
• Permanent contracts – we are looking for team members who want to grow with us long-term.
• Extensive onboarding – we provide a welcome package, a 2-day onboarding bootcamp, a mentoring program and regular feedback sessions.
• Contribution to the company pension plan.
• Office dogs are welcome.
• Referral Bonus: €1,500 for each successful candidate referral.