Enterprise Customer Success - Team Lead

Enterprise Customer Success Team Lead responsible for owning and growing strategic customer relationships across Germany's largest hospital groups, multi-site care networks, and top-tier healthcare operators. You will lead a team of Enterprise CSMs, owning net revenue retention, expansion readiness, and deep value delivery across strategic accounts.

What you'll do

• Lead and develop the Enterprise CS team, aligned to strategic account clusters
• Own NRR and gross retention for the largest, most complex accounts — hospital chains, care groups, and multi-facility operators across Germany
• Navigate multi-stakeholder environments: from nursing directors and IT leads to C-suite and procurement
• Build and iterate customer lifecycle processes tailored to enterprise healthcare cycles (renewals, executive QBRs, health reviews, escalation paths)
• Partner with Vertical Experts to embed healthcare-specific playbooks into your team's execution
• Drive expansion readiness by identifying upsell and cross-sell signals within group structures
• Maintain 10–20% direct portfolio exposure to stay close to your most critical accounts
• Forecast CS capacity and hiring needs in line with enterprise pipeline growth

What you'll need

• 5+ years in Customer Success or Strategic Account Management in SaaS, with demonstrated people leadership experience
• Proven track record managing complex, multi-stakeholder enterprise accounts — ideally in healthcare, care infrastructure, or regulated industries
• Strong commercial acumen: you understand how large organisations buy, renew, and expand
• Experience navigating group structures — where decisions, budgets, and influence are distributed across sites, regions, and leadership layers
• Natural coach: you develop ICs and create the conditions for your team to do their best work
• Analytical and process-oriented — you build playbooks and iterate fast
• Fluent in German (C2) and proficient in English

What they offer

• 30 vacation days plus your birthday off
• Stock options
• Germany Transport Ticket and Urban Sports Club membership
• Regular company off-sites and access to learning platforms (Blinkist and Audible)
• Flexible working hours and hybrid work setup from Berlin office or remote across Germany