Customer Success Team Lead – German Market

About the role

As the Customer Success Team Lead for the German market, you will shape the experience of pet owners across Germany. Based in Berlin with a hybrid work model, you will manage a growing team of specialists, ensuring they deliver world‑class service while continuously improving processes and tools.

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 meeting SLA and quality targets.
• Monitor KPIs, translate insights into actionable improvements and drive performance.
• Refine processes, workflows and tooling to scale the customer experience as the business grows.
• Collaborate with product, claims and other departments to ensure the voice of the customer is heard.

Required profile

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

• Dynamic early‑growth environment with a recent $75 million Series C round.
• Hybrid work model (2‑3 days in the Berlin office).
• Opportunity to shape a unique pet‑insurance product and make a positive impact.
• Collaborative, international team culture with room for initiative.