Teamlead Customer Success (m/w/d)
Core
Lead and manage an 8-person Customer Success team to ensure excellent customer care, high satisfaction, and retention for InStaff's clients.
Role type
Senior Customer Success Team Lead
Builds
Customer success operations, team structures, and service standards for B2B clients
Domain
B2B SaaS / Customer Success
Required skills
Team leadership, customer process management, KPI steering, shift planning, stakeholder alignment, data-driven decision making, coaching
Preferred skills
Entrepreneurial mindset, hands-on operational involvement, recruiting participation
Technologies
Ticketing systems, CRM tools, communication platforms
Responsibilities
Lead and coach the 8-person team (Junior to Senior CSMs), handle complex customer escalations, ensure 24/7 coverage (8am-10pm, 7 days/week), define and track team KPIs, align with Sales and Account Management, manage shift scheduling and recruitment support
Seniority
Senior, hands-on IC with team leadership
