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 exceptional 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 SLA and quality targets are met.
• Monitor team KPIs, translate insights into actionable improvements and drive continuous performance gains.
• Refine processes, workflows and tooling to scale the customer experience as the business expands.
• Collaborate with product, claims and other departments to ensure the voice of the customer is heard and acted upon.

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 passion for coaching, talent development and building team culture.
• Result‑oriented mindset, taking ownership of targets and motivating the team to achieve them.
• Fluent in German (written and spoken) and comfortable communicating in English.
• Passion for pets and delivering outstanding customer experiences is a plus.

Required skills

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

What we offer

• Opportunity to join an early‑stage, fast‑growing InsurTech with recent $75 M Series C funding.
• Hybrid work model (2‑3 days in the Berlin office).
• Dynamic, international culture with room for initiative and rapid decision‑making.
• Impactful product that improves the lives of pets and their owners.