Customer Success Team Lead (German Market)

About the role

As the Customer Success Team Lead for the German market, you will drive a high‑performing team that delivers world‑class service to pet owners across Germany. You will combine people management with operational excellence, turning data insights into better customer experiences while supporting our rapid growth.

Key responsibilities

• Lead, coach and develop a team of Customer Success specialists through regular 1:1s, feedback and career planning.
• Own day‑to‑day operations, including staffing, scheduling and ensuring SLAs and quality standards are met.
• Monitor team KPIs, translate insights into concrete actions and continuously improve performance.
• Refine processes, workflows and tooling to scale the customer experience as the company grows.
• Collaborate with other departments to ensure the voice of the customer is heard and acted upon.

Required profile

• Proven experience leading a customer‑facing team, preferably in a fast‑paced scale‑up, insurance or fintech environment.
• Strong people‑leadership skills with a passion for coaching, talent development and building team culture.
• Result‑oriented mindset, taking ownership of targets and rallying the team to achieve them.
• Fluent in German (written and spoken) and comfortable communicating in English.
• A genuine passion for pets and delivering outstanding customer experiences.

Required skills

• Experience with customer‑success tools such as Intercom.
• Familiarity with the Fin platform.

What we offer

• Opportunity to join a dynamic early‑growth InsurTech company.
• Flexible, warm and dynamic company culture with short decision‑making cycles.
• International work environment with room for initiative.
• Hybrid working model (2‑3 days in the Berlin office).
• Chance to work on a unique product that improves the lives of pets and their owners.