At Haiilo, we're building the digital home that connects employees with the information that matters to them — reliably, efficiently, every day. With Haiilo employees find their flow at work.
As our Team Lead Customer Success you lead and develop our CS team with a clear focus on customer outcomes, team performance, and consistent execution. The team and foundations are in place - now it takes strong leadership, clear structure and the drive to unlock the team's full potential. You'll work closely with our VP AM & CS and act as the bridge between strategic direction and day-to-day delivery.
This role is hybrid with two office days per week in Hamburg and needs fluent german skills.
Who we're looking for
- Experience leading or mentoring Customer Success teams in B2B SaaS
- Proven track record of improving retention, reducing churn, and driving structured CS execution (success plans, QBRs, health scoring)
- Strong coaching and people leadership skills - able to raise the bar on consistency and quality across a team
- Hands-on, pragmatic operator: you implement, not just advise
- Data-aware and comfortable working with customer health signals and performance metrics
- Nice to have: experience with pooled/scaled CS models or multi-product environment
What you'll do
- Lead and develop a team of Customer Success Managers, driving capability across success planning, value-based engagement, renewal readiness, and stakeholder management
- Own CS execution standards: health scoring, QBR/EBR frameworks, success planning, and early risk identification
- Ensure clear collaboration with Account Management and Customer Operations across the customer lifecycle
- Act as a key partner to Product, Customer Operations, and Sales on feedback loops, expansion readiness, and scalability
- Translate strategic direction into consistent team behaviour and day-to-day execution, in close partnership with the VP AM & CS
Skills Required
- Experience leading or mentoring Customer Success teams in B2B SaaS
- Proven track record improving retention, reducing churn, and driving CS execution (success plans, QBRs, health scoring)
- Strong coaching and people leadership skills to raise consistency and quality across a team
- Hands-on, pragmatic operator who implements processes and standards
- Comfortable working with customer health signals and performance metrics (data-aware)
- Fluent German language skills
- Experience with pooled/scaled CS models or multi-product environment
What We Do
Haiilo is a digital home for employees, bringing together social intranet, internal communications, advocacy, and insights in one easy-to-use platform. We help companies build workplaces where people are aligned, engaged, and empowered – no matter where they work. More than 3.5 million employees at companies like Salesforce, Rabobank, and Ritter Sport rely on Haiilo to share knowledge, foster culture, and simplify work. We’re a group of thinkers, builders, and problem-solvers who care about making work better. With offices in Hamburg, London, Helsinki, Atlanta, and Paris, we’re always looking for people who want to make an impact. 👉 Explore careers: haiilo.com/careers
