Team Lead Customer Success | (m/w/d)
About this role
This role leads and grows Superchat’s Customer Success team to drive retention and expansion across international markets. You’ll manage day-to-day operations, coach and develop team members, and build scalable processes that improve key CS metrics and customer outcomes.
What youll do
- Lead, coach, and develop the Customer Success team through regular 1:1s, performance reviews, and individual development plans.
- Operate and steer the team, monitoring key CS KPIs (e.g., GRR, NRR, Churn) and deriving concrete actions.
- Contribute to the strategic development of the Customer Success function and define clear team goals.
- Optimize processes across the customer lifecycle and develop scalable playbooks.
- Own strategic customer relationships, manage complex escalations, and act as a sparring partner for the team.
- Drive international scaling of the CS team and help build structures for new markets (including Spain and Italy).
- Own hiring, onboarding, and enablement for new team members and expand the team deliberately.
- Analyze data and metrics, translate insights into actions, and report regularly to your manager.
What Superchat is looking for
- Several years of Customer Success experience, ideally in a SaaS environment, with initial leadership experience (e.g., Team Lead or Senior CSM with people responsibility).
- Proven KPI ownership in prior roles (e.g., NRR, Churn, Retention).
- Strong German (native level) and fluent English communication skills.
- Demonstrated ability to lead teams with existing processes while iterating and improving them proactively.
- Independent, ownership-driven working style with a track record of driving initiatives without detailed instructions.
- Curiosity for technology and willingness to experiment with new tools and systems.
- High motivation to drive impact and contribute to Superchat’s long-term success.
Company at a glance
Berlin-based Superchat, founded in 2020, serves 10,000+ businesses and handles messages; it started as a unified inbox for WhatsApp, email, SMS, and Instagram, and now uses AI agents across chat, email, and voice. Profitable, 100-strong, backed by €18m.
Top Benefits
- Choose between an Urban Sports Club/John Reed membership or a public transport/Dance subscription
- Annual personal development budget of €500 for conferences, courses, books, career coaching, and more
Culture & values
In the Superchat Sales Team, we build strong relationships and create sustainable success.
We're building a community, not just a company.
We want to build an environment where people genuinely enjoy spending time together - whether that's through HYROX training, golfing, beer pong tournaments, running clubs, Warhammer, weekend activities, or whatever kind of community you'd like to help build here.
Direct feedback culture. Transparent, respectful, and candid communication across all levels of the organization.
An inclusive and ambitious startup culture that enables fast professional and personal growth.
At Superchat, we welcome diverse perspectives and rigorous thinkers.
Beautiful office in the heart of Berlin (Prenzlauer Allee 242) with free snacks, drinks, and top-notch equipment.
Mission that matters. Real impact
Executive-level ownership. A rare mandate to shape and unify the entire revenue organization during a defining growth phase
We are looking for people with passion, grit, and integrity.
Regular company and team events
Know someone who'd be great for this?
