Managing CRM platforms and proposing customer - focused strategies for projects at Mercantil. Collaborating with teams for implementation and enhancements in a dynamic banking environment.
About the role
- Team Leader of Customer Success guiding a dedicated team to enhance restaurant service quality. Focusing on customer satisfaction and operational successes in a growing SaaS startup.
Responsibilities
- You lead our Customer Success team (currently four employees) both functionally and disciplinarily, providing day-to-day guidance and direction.
- You are actively involved in day-to-day operations: you conduct customer calls, handle difficult cases, and lead by example for your team.
- You coach your team members regularly, listen in on calls, and tangibly improve their conversational quality, accountability, and sales focus.
- You use our CRM and relevant KPIs to make customer success visible, identify opportunities, and derive concrete actions.
- You establish structures and processes, implement product initiatives effectively, and ensure smooth feedback flow between Customer Success and Product.
Requirements
- You have at least 2 years of experience leading teams in Customer Success including upselling/cross-selling or in sales, ideally in a B2B SaaS environment or working with small-business and mid-market customers.
- You have previously held operational responsibility.
- For example, you have built processes or guided your team through a major change.
- You speak fluent German.
- You live in Hamburg, Bremen, or the surrounding area and are willing to work in a hybrid model, coming into the Bremen office several times a week.
Benefits
- A meaningful mission: FREE THE RESTAURANTS – we give small, owner-operated delivery services their control back
- Customer Success is central to our business and is one of the most powerful levers for growth
- Growth opportunities beyond team leadership in a scaling SaaS startup
- Close collaboration with Product and Executive Management and direct influence on decisions
- Attractive compensation with a base salary and performance-based commission
- Modern equipment including laptop and mobile phone for seamless work
- Corporate fitness via Wellpass for your health
- A bright, loft-style office in Bremen’s Überseestadt with an open, motivating atmosphere
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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