Enterprise Customer Success Team Lead DACH
RemoteGermany or Cologne, Lombardy, Italy
Job Summary
Lead, guide, and support a team of Enterprise Customer Success Managers, driving performance against key metrics including gross retention, net revenue retention, and expansion across high-value strategic accounts. Build and own the enterprise account strategy, including risk management, expansion planning, and executive sponsorship programs. Coach the team on navigating complex, multi-stakeholder buying environments, negotiation strategy, and commercial structuring for high-ARR contracts. Personally engage with C-level stakeholders to build executive relationships, resolve escalations, and reinforce long-term partnership value. Clearly communicate company vision and translate it into account-level execution while collaborating with Sales, Marketing, and Partner leadership. Analyze account health data to shape targeted strategies and expansion initiatives. Represent the enterprise customer voice internally to inform product and go-to-market decisions. Cultivate executive-level advocacy through references, case studies, and speaking opportunities. This newly created role builds SoSafe's first Enterprise-focused Customer Success team for DACH, reporting to the Senior Director of Customer Success.
Required Qualifications
- 10+ years Customer Success experience in a fast-growing B2B SaaS company, with meaningful time managing enterprise or strategic accounts
- 3+ years leading Enterprise Customer Success teams, ideally with exposure to complex or multi-stakeholder account portfolios
- Demonstrated ability to build relationships with and influence senior/C-level stakeholders, both externally and internally
- Commercial acumen, comfortable with quantifying ROI/value for large accounts
- Strong track record of retention and expansion within complex, multi-threaded accounts
- Naturally curious, skilled at uncovering stakeholders' goals, politics, and buying dynamics beyond the obvious
- Resilience and grit, able to stay effective and solution-oriented navigating escalations, ambiguity, and high-stakes conversations
- Confident communicator and presenter, capable of holding a room with senior internal and external stakeholders
- Empathetic and people-oriented, able to build trust-based relationships internally and externally while motivating and inspiring others
- Happy to travel ~30% of the time for customer onsites and industry events
- Fluent in English and German
- Based in Cologne or Berlin within a reasonable commute to our office
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