Teamlead - Customer Success Management (m/f/d) - Remote

Germany (Remote) /
Customer & Partner Success /
Full-time // Permanent
/ Remote
Xentral rethinks ERP and as an up-and-coming brand we already have been able to inspire more than 1,500 customers. In order to continue this success story, we not only want to win new customers, but also take care of our existing clients in the best possible way. If you want to become part of a growing software company and develop and expand your own department, we might have something for you. Join us as Teamlead of our Customer Success Management department and shape the future of the ERP market with your team.

Xentral is seeking a highly motivated and high performing professional to help us reinvent Customer Success Management at Xentral and take us to a new level of Customer Experience.
The Team Lead Customer Success Management is responsible for further shaping our Customer Success organization and will help drive the programmatic targets of our company while taking ownership for the planning, organization and overseeing the operations of our Customer Success Management team.
Right now, the team consists of a number of highly professional Onboarding and Account Management specialists for our DACH market and supports several collaborative efforts with other Xentral teams. In the future, we want to develop towards a more holistic and modern approach and re-think Customer Success Management to take us to the next level. We envision a team managing a portfolio of customers during their entire lifecycle, drive the initial implementation and integration, educate customers about new functionalities, best practices, industry developments, and help increase the value Xentral delivers to their business.
The Teamlead Customer Success Management will help us achieve our mission and re-think how we do Customer Success Management at Xentral today. It is our vision to “become the most customer-centric ERP and deliver “wow” trough world-class customer service and self-help resources. We know our customers by heart and are their advisor for growth. Customer Success is proactive, fun and provides fast feedback trough all channels during the entire customer lifecycle”. Help us come closer to this vision!
The successful candidate will be responsible for building a Customer centric culture and will build a team of world-class Customer Success Management Specialists, execute and improve customer on-boarding, create health check and winback playbooks, and manage the balance of customer assignments and team throughput. As part of our customer success-focused, results-driven organization you’ll be responsible for maintaining a high standard of customer experience and help driving sustainable, long-term customer adoption of the Xentral product.
The Teamlead Customer Success must manage the creation of health scores, playbooks and operative mechanisms that help us manage large cohorts of customers with a tech-touch and low-touch approach. Improving Customer Experience through strategic leadership and vision, daily operational management, and continuous process improvements is a must for the successful candidate. In addition, the right individual will have solid business judgment and data driven approach, ability to effectively communicate team goals, and drive a fast-paced organization to deliver results with a focused and pragmatic approach to the business.

Your Tasks

    • Manages performance and behavior up to 10 Customer Success Manager, Product Experts and Consultants through effective 1:1 meetings, coaching, and mentorship
    • Develops and drives the overall direction, coordination, and evolution of Customer Success Management towards a modern, holistic and Customer centric organization throughout the entire Customer lifecycle.
    • Leads a team Customer Success Managers who manage medium to larger sized customer cohorts with a tech-touch and low touch approach
    • Drives long-term customer adoption through successful onboarding and long-term success planning
    • Oversees the customer lifecycle including onboarding, adoption, success and renewal and churn
    • Drives and supports the implementation and further improvement of modern CSM tools in cooperation with our project managers
    • Fosters the creation of meaningful Health Scoring methodologies to identify and address risks proactively, react to opportunities and analyze customer happiness
    • Builds and tweaks playbooks to improve effectiveness of onboarding programs, react to churn-risk and drive adoption of our product
    • Develops the team to deliver the best possible customer onboarding and success planning experience
    • Coordinates with recruiting and internal teams to recruit, hire, and train the best talent
    • Uses tools/automation to help team members achieve optimal productivity.
    • Analyzes customer and performance data to make informed decisions about operational and procedural changes and closely cooperate with our product and engineering teams
    • Drives usage by Xentral users, analyzes customer behaviour, and drives outcomes
    • Develop and execute customer interaction audits to calibrate the team towards delivering a world-class customer experience

Your Profile

    • The ideal candidate will point to a work history where they have demonstrated sincere passion for customers while maintaining a lean, highly productive operation
    • Bachelor degree in Business Administration, Engineering, IT, Economics or similar field required.
    • At least two years experience in a Customer Success Management role as an individual contributor or Teamlead in a modern and customer-centric SaaS environment
    • At least one year of people management experience managing 5 – 10 FTE frontline teams
    • Experience in managing medium to large sized customer cohorts with a tech-touch and low-touch approach
    • Experience with customer health scoring methodologies and creation of appropriate CSM playbooks
    • Proven exceptional operational, managerial, analytical and interpersonal skills
    • Experience with modern CSM tools like Planhat, Gainsight, Hubspot or similar are a must
    • Proven track record of leading CSM teams to high levels of performance and developing future talent
    • You have very good German and English skills to round off your profile

Preferred Qualifications

    • Experience with Planhat is a plus
    • Six Sigma knowledge or similar process improvement methodologies
    • Experience working with Product and Engineering Teams in a SaaS environment
    • An ability to adapt quickly to new software and constantly changing business requirements
    • If you've been a founder yourself and know the pains of a small business - thats a pro
    • Experience with E-Commerce and ERP systems is beneficial as well

We offer

Remote first!
We grow all over Europe, join us fully remote or in one of our hubs in Augsburg, Amsterdam, Berlin or Munich. You decide!

Xentral feels like home!
For us Xentral is not just a workplace. We make sure that our team feels at home even during work. We offer flexible working hours and home office.

Unique culture and structure!
We believe in flat hierarchies, short decision-making processes and appreciative communication at eye level.

With us to the very top!
With us there are many career paths and development opportunities for you, what you can't do yet, you can learn with us!

Planning ahead!
For our permanent employees in Germany and the Netherlands we offer 50% subsidies to your private pension plan. 

You have what it takes? Then apply now with your CV or LinkedIn profile.

We look forward to your application!

About us

We are an established tech startup with major tech investors Frank Thelen, Sequoia Capital and Visionaries Club on our side. We are aiming at defining a new SaaS category and empower entrepreneurs and e-commerce vendors to automate their resource planning and focus on the things that matters most to them: their business. We grow all over Europe, join us fully remote or in one of our hubs in Augsburg, Amsterdam or Munich. You decide!