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Team Lead Customer Success EU (f/m/d)

Berlin
General
Lead / HeadFull time
Languages
German - Mastery
Skills
LeadershipCustomer Experience ManagementSaasAccount management

Description

Our mission is to digitalize the people photography industry.

GotPhoto.com | fotograf.de is dedicated to making photographers’ lives easier and more efficient. We provide an end-to-end workflow and e-commerce solution enabling photographers to digitalize key parts of their workflow - from photo management to payment, combined with a user-friendly platform. Making them more successful and spending more time behind the lens!

Since 2012, our journey has been filled with an entrepreneurial spirit, witnessing countless success stories that prove our sustainable business model works and is profitable.

We’re building a tight-knit ecosystem where everyone can thrive – including you! Join our team of 170+ talented individuals and be part of our journey to empower photographers like never before!

The Role

This will be a hybrid position: you must be located and resident within Germany, Berlin, or willing to relocate.

Your mission

You will be leading our multi-national Customer Success team with 6 direct reports primarily located in and around Berlin. The overall department currently consists of 13 employees split into 2 regional teams based in the US and Europe. You report directly to our Head of Customer Success.

At GotPhoto, we believe that Customer Success should be: Personal, Individual, On Eye-Level, Showing True Interest, and Providing Expert Advice.

Do our principles relate to you? If so, then keep reading!

Responsibilities 

  • Lead, mentor, and develop an international team of 6 Customer Success Managers across the EU region (DACH & UK)   
  • Help your CSMs establish and maintain strong relationships with key clients, understanding their business goals and challenges   
  • Develop and implement strategies to drive customer engagement, retention, and expansion   
  • Monitor key customer data to identify trends, opportunities, and areas for improvement   
  • Drive the adoption of our products and services, ensuring clients achieve their desired outcomes   
  • Act as a point of escalation for customer issues, working closely with the team and our Head of Customer Success to resolve challenges effectively

We are looking for: 

  • Proven experience in Customer Success roles in the SaaS space (min. 3 years) as well as proven success record of leading a team of min. 4 employees   
  • Strong understanding of SaaS models in the B2B realm   
  • Excellent communication and interpersonal skills, with the ability to build rapport at all levels   
  • Fluent in German and English

The Perks 

  • You can choose to work from home or our (dog-friendly) office in Berlin   
  • Education budget, that allows you to grow professionally and explore new ideas   
  • Urban Sports Club membership discount, to keep active even in these isolated times   
  • Unlimited holidays (26 days is the minimum)   
  • Workation in a different country for up to 2 months per year

To directly apply, please click here: https://jobs.ashbyhq.com/GotPhoto?utm_source=zgm9N2WlbP

A Final Word:

Research shows that candidates from underrepresented backgrounds may refrain from applying for positions if they feel they don't meet all qualifications. We strongly encourage you to apply if you’re interested: we're excited to discover how your distinctive experience can enhance our team!

We work as one team. Wherever you come from. However, you identify. We believe in equal opportunities.

We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion, or belief. We make hiring decisions based on your experience, skills, and personality. We believe that employing a diverse workforce is the right thing to do and is central to our success.

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