Teamlead Legal Customer Success Management (f/m/d) (2)
Trusted Shops SE (DE) Cologne
Save Apply
Save Apply
Teamlead Legal Customer Success Management (f/m/d) (2)
Trusted Shops SE (DE) • Cologne
Save Apply
Cologne
from today / asap
Your duties
As team leader, you and your team are responsible for the success of our customers with our legal product platform. Tailor-made solutions for data protection and warnings provide the perfect basis for a legally secure online store.
In total, you will manage a portfolio with more than 6,000 accounts and almost €5 million ARR. Together with your team, you will implement our legal strategy, be operationally responsible for the success and satisfaction of our customers during the customer lifecycle and ensure a long-term relationship.
Your role
- Team leadership and development: You are responsible for a team of currently 6 CSM. You promote the continuous development of your team and initiate projects that you implement independently as a team, e.g. customer journey optimization.
- Customer Success: Your heart beats for customer value and you and your team focus on the goals of our legal customers, recognize expansion potential and identify risks. You contribute the insights gained to the development of our Customer Success strategy and initiate the optimization and creation of playbooks and processes in your area. In addition, you are in close dialog with CSM team leads who manage our tech, mid and high touch portfolios
- Retention focus: You work in a data-driven manner and implement strategies to increase customer retention together with your CSM team. You ensure the achievement of critical retention targets and report on these in close cooperation with your Director.
- Internal stakeholder management: You shape and shape the close cooperation with Legal Account Management, Legal Consultants, Lawyers and other interfaces such as Product Management, Finance, New Business Sales, Contract and are an internal ambassador for the success of your customers. You will also be actively involved in recruiting new talent.
Your profile
- You have several years of experience in customer success management (B2B) in a SaaS company and in the disciplinary and technical management of CSMs
- You are a professional when it comes to B2B customer success, are characterized by your strong hands-on mentality and are available to your team as an escalation instance. You maintain an overview of quality and quantity
- You think analytically and communicate confidently in German and English
- In a team that is clear about its role, goals and tasks, you are the sparring partner and mentor who provides food for thought and helps the team to develop further
- You think Customer Success Management holistically and create the necessary freedom for your team to develop.
- Despite the full remote option, you are also prepared to come to the office in Cologne at agreed intervals.
Benefits
- New Work: Home Office or flexible working from Germany, Spain, Netherlands, Poland, France, Italy
- Permanent contract with Europe's trusted brand
- 30.5 days holiday
- Buddy programme (an experienced trustee is at your side)
- Individual training opportunities
- Team events (summer party, Christmas party, unit events)
- Health Pass (free online and offline sports, fitness and health courses)
BUILD A COMMUNITY OF TRUST WITH US - #cometotrust
Not sure if you are what we are looking for? Apply!
At Trusted Shops, we are interested in you as a person - whether you fit in with us is independent of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity. Trusted Shops is clearly committed to diversity and against discrimination.
Contacts
Maximilian Gemmerich
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Your benefits in commercial
Sales Coach
Nobody works exactly the way you do. We offer you individual coaching and support by our sales coaches. Address topics that you find difficult and become even better at what you already know.
New work
Work from wherever you feel most comfortable. Whether in one of our 5 offices or temporary from another location in Europe.
Health Pass
Stay fit - physically and psychologically. Our company health management offers you a wide range of courses, presentations and workshops.
Internationales flair
With a team from more than 40 different nations, it never gets boring. We celebrate our diversity and the countless new perspectives it gives us.
Individual development opportunities
Unleash your talent and improve your individual skills that support you in your work.
Buddy programme
Your buddy will help you settle in when you first start out with us. Later, you can also share your experience with new colleagues.
Tools
Always up to date. We work with the latest tools to provide our colleagues with the best possible support.
Team events
Whether in summer, winter or whenever it suits your team - we enjoy spending time together.
Our values
Transparency
Open and clear communication gets us to our goals quickly. Address your topics openly - we will find a solution for everything together.
Respect
Every single one of our colleagues is a valuable part of our community. Respectful interaction and openness are prerequisites for our work.
Trust
We know you’re doing a great job - otherwise you wouldn't be here. We trust you, your skills, ideas and intentions.
Employee reviews
Stefanie Sieberz
Sales Consultant DACH
I really enjoy my daily work and like to challenge myself. Every day I learn new approaches that make the work in telesales special. I'm not a door-to-door salesperson; on the contrary, our customers are often grateful for the contact and the conversations are interesting thanks to the individuality of the industries. If you already think that sounds exciting, I can tell you that there is much more to discover. Find out for yourself.
Nele Straatmann
Account Managerin
As a account manager, I support the account management team of the DACH market as a kind of "special force" and work independently on various projects that make the account managers' daily work easier. From the very beginning, I have been given a high amount of personal responsibility and trust. Trust is not just something that is said lapidary, but is lived throughout the entire company. I particularly like the New Work policy at Trusted Shops. I love the possibility to work from anywhere and I can hardly wait to leave south during winter. Although I live about 500 kilometres away from Cologne, I feel very connected to my team. Even beyond that, all my colleagues have been extremely supportive and open towards me, and at the end of the day it often feels like I'm working with friends - I've never experienced that before.
Stefanie Sieberz
Sales Consultant DACH
I really enjoy my daily work and like to challenge myself. Every day I learn new approaches that make the work in telesales special. I'm not a door-to-door salesperson; on the contrary, our customers are often grateful for the contact and the conversations are interesting thanks to the individuality of the industries. If you already think that sounds exciting, I can tell you that there is much more to discover. Find out for yourself.
Nele Straatmann
Account Managerin
As a account manager, I support the account management team of the DACH market as a kind of "special force" and work independently on various projects that make the account managers' daily work easier. From the very beginning, I have been given a high amount of personal responsibility and trust. Trust is not just something that is said lapidary, but is lived throughout the entire company. I particularly like the New Work policy at Trusted Shops. I love the possibility to work from anywhere and I can hardly wait to leave south during winter. Although I live about 500 kilometres away from Cologne, I feel very connected to my team. Even beyond that, all my colleagues have been extremely supportive and open towards me, and at the end of the day it often feels like I'm working with friends - I've never experienced that before.
Stefanie Sieberz
Sales Consultant DACH
I really enjoy my daily work and like to challenge myself. Every day I learn new approaches that make the work in telesales special. I'm not a door-to-door salesperson; on the contrary, our customers are often grateful for the contact and the conversations are interesting thanks to the individuality of the industries. If you already think that sounds exciting, I can tell you that there is much more to discover. Find out for yourself.
Have we awakened your interest?
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