Customer Success - Team Lead (m/w/d)

About the role

As Customer Success Team Lead for our German market, you will be the driving force behind a team that delivers world-class service to pet parents across Germany. You'll lead, coach, and develop a team of Customer Success specialists, while continuously improving how we work - from processes and tools to quality. This is a hands-on leadership role for someone who loves people management as much as building scalable operations, and who gets energized by turning data into better customer experiences. In this role you will: Lead, coach, and develop a team of Customer Success specialists in the German market through regular 1:1s, feedback, and career development Own day-to-day operations of the team - staffing, scheduling, and ensuring SLAs and quality standards are consistently met Make sure the team reaches its goals and KPIs, and translate insights into concrete actions and improvements Continuously refine processes, workflows, and tooling to scale our customer experience as we grow Collaborate closely with other departments to make sure the voice of the customer is heard and acted upon