Customer Success Team Lead (German Speaking)

About Filestage

Filestage frees people from chaotic approval processes, making work more joyful and productive. From large enterprises to independent agencies, our review and approval platform helps teams share, discuss, and approve all their files in one place – including documents, designs, images, videos, and audio files. We're a fully remote team with people working in home offices, co-working spaces, and coffee shops all over the world. We've raised our Series A and have over half a million users across 500+ companies, including AB InBev, LG, Havas, GroupM, and Emirates.

Your Mission: Architecting the Future of Customer Success

This is a pivotal moment for Filestage. We are evolving our commercial structure by separating Customer Success (adoption & outcomes) from Account Management (renewals & expansion). As our CS Team Lead, you will architect the Customer Success side of this transition. You'll act as a player-coach: leading by example with your own high-touch DACH portfolio while building operational standards the rest of the team will follow.

Key Responsibilities

• Define the CS Operating System: In partnership with RevOps, refine the foundation for onboarding, enablement, and health-score management. Ensure the CS/AM handshake is seamless with no gaps, no double-touches, and clear ownership at every stage.
• Standardize Value Delivery: Turn day-to-day execution into team-wide standards. Perfect the Value Narrative in QBRs, shorten Time-to-Value in onboarding, and enable champions within our largest accounts.
• Proactively Manage Retention & Risk: Build systems to predict churn rather than react to it. Monitor health signals and run structured recovery plans to protect Gross Revenue Retention before it's ever at risk.
• Cultivate a High-Performance Team: Lead weekly cadences including portfolio reviews, risk assessments, and enablement sessions. Coach CSMs toward a proactive, data-driven approach that prioritizes strategic conversations.
• Drive Onboarding Excellence: Oversee customer onboarding processes, ensuring rapid Time-to-Value and strong adoption across accounts.

Requirements

• Fluent German language proficiency (required)
• Based in European time zone (required)
• Experience in customer success, account management, or similar client-facing leadership role
• Proven ability to build operational systems and standardize processes
• Strong understanding of SaaS metrics and retention management
• Experience leading and coaching high-performing teams

What We Offer

Join a fast-growing startup with significant market traction. Work fully remotely with a distributed global team. Be instrumental in shaping the future of our customer success organization during a critical growth phase. Collaborate with experienced leadership and modern RevOps infrastructure.