Building Team Lead & Structure

• Team Lead role for Support & Success - you build the structure, processes and, in the long term, the team behind it.
• Building onboarding structures for new support and success employees
• First point of contact and main person responsible for all customer-related matters within the company (except sales)
• Taking over customer responsibility as a last resort when support or account management cannot resolve the issue

Customer Experience

• Expanding the customer experience for our corporate clients
• Setup and maintenance of intercom automations and the entire onboarding experience
• Further development of our Help Center for support and success topics
• Responsibility for newsletter strategy

Customer Success

• The number one contact person between Dev, Sales and Product for everything concerning customer voice and feedback.
• Ongoing process optimization in the area of ​​customer relations
• Close sparring partner for our account manager on all topics other than upselling and contract renewal.
• Tracking of relevant success KPIs (churn, retention, customer health)
• Taking over support/success issues for enterprise customers where more depth and experience are required.
• Independent decision-making regarding refunds, goodwill cases and critical payment issues (Stripe)
• Regular reporting to the Managing Director & Head of Sales

qualification

• Experience in Customer Success within a SaaS environment
• You can lead a team and enjoy taking on responsibility.
• You make quick, confident decisions and stand by them.
• Technical understanding - You are familiar with tools like Stripe, Intercom, Slack, Claude and can quickly find your way around new systems.
• A good sense of when to be lenient and when not to be.
• Structured work style, but flexible enough for everyday startup life
• Strong communication skills across departments
• Hands-on mentality across departments - You're keen on startups and implementation
• Structured work style, but flexible enough for everyday startup life
• Experience in building structures and processes, not just in executing existing ones