Customer Success Lead

Pracovní nabídka

We are looking for an experienced and results-driven Customer Success Lead to design and execute customer success strategies that enhance satisfaction, retention, and lifetime value. This role is key in transitioning from a Customer Care to a Customer Success model, driving operational efficiency and aligning local teams with corporate goals.

Description

Strategic Leadership

• Lead the transformation to a Customer Success organization, including process setup, tools development, and KPI alignment.
• Bridge central and local Customer Success efforts to ensure consistency and impact across regions.

Customer Success Strategy

• Develop and implement strategies that drive customer engagement, onboarding, adoption, retention, and satisfaction.
• Develop and manage playbooks to support CS strategies
• Collaborate and align with Marketing, Product, Sales, and Operations to meet business objectives

Data & Insights

• Create and manage dashboards, automations, reporting
• Monitor customer metrics (e.g., usage, satisfaction, churn) to measure improvements.
• Provide regular performance reports and actionable insights.

Process & Tool Optimisation

• Implement best practices to continuously improve processes, CS frameworks/models
• Continuously improve workflows, onboarding, and support processes.
• Implement and manage customer success platforms and automation tools.
• Improve the Customer Success lifecycle to increase customer experience and satisfaction

Customer Engagement

• Support local teams in key account management, onboarding, training, and renewals.
• Identify upsell and cross-sell opportunities; manage escalations to prevent churn.

Localization

• Support the adaptation of strategies to local market needs, regulations, and customer expectations.
• Share best practices across countries and maintain playbooks tailored to customer segments.

Team Coordination

• Collaborate with regional Customer Success Managers and train teams on tools and best practices.
• Support the training and upskilling of local CS teams to strengthen consistency, confidence and execution quality across markets.
• Ensure alignment across functions for renewals, upsells, and satisfaction goals

KPIs & Reporting

• Monitor projects’ delivery in time, scope, quality and budget dimensions.
• Provide regular updates on team performance, customer success metrics, and strategic initiatives to senior leadership.
• Work with various tooling to support automations, dashboards and reporting needed for Customer Success (CRM, Pendo, Power BI, Bloomreach, etc)

Requirements

• Master’s degree or advanced degree
• Minimum of 5 years of business experience in Customer Success
• Proven track record of achieving customer experience results.
• Fluent English. One more language of the EU at a business professional level is a plus.
• Previous experience in logistics, transportation, or financial technology is a plus.
• Proficiency in CRM tools (e.g.MS Dynamics, Salesforce, HubSpot) and customer success platforms.
• Familiarity with customer segmentation is a plus
• Exceptional written, oral communication and presentation skills
• Able to balance strategic thinking with hands-on execution.
• Highly organized, structured and process-oriented, with strong attention to detail
• Excellent analytical skills and structured approach
• Active and effective approach to complex problem resolution and a customer-first mindset
• Responsibility, assertiveness, accountability, and effective time management
• Multi-tasker, high level of ownership, proactivity and execution discipline.
• Ability to perform in a multicultural environment
• Ability to work in a fast-paced environment and adapt to changing priorities.

We offer

• Work-Life Balance: Enjoy flexible hours, the option to work from home, 5 weeks of vacation, 3 health days, and an extra day off to celebrate our company’s anniversary.
• Benefits Package: Contribution to flexible benefits (Benefit Plus) that you can use for things like technology, multi-sport card, beauty, sports, travel, health services, or even pension contributions.
• Rewards & Development: Earn up to 1000€ for referring a new colleague, access over 5,000 courses, join online language lessons, and enjoy performance-based bonuses. You’ll also have a personal budget to choose courses or conferences that help you grow professionally.
• Supportive Environment: Take a day off to volunteer, use our free anonymous psychological counseling service, and enjoy access to our company’s products.
• Modern Workplace: Work in a comfortable office with ergonomic furniture, a sunny summer terrace, and plenty of perks like free coffee, tea, and fresh orange juice every day. Our office is pet- and kid-friendly, has no dress code, and offers a discounted on-site restaurant. You can also park nearby at a discounted rate.
• Community & Well-Being: Join in on philanthropy projects, where you can support a charity or non-profit organization of your choice with company-matched donations. Have fun at our team-building events, hackathons, Christmas parties, or summer celebrations.
• Diversity & Inclusion: We’re committed to creating a workplace where everyone feels welcome, with fair recruitment practices that offer opportunities to all.