Customer Success Team Lead (m/w/d)

What you'll actually do

• Lead and develop the team: You’ll manage our Customer Success team in Germany, giving clear feedback and helping your team members grow. You’re the person they turn to with questions, challenges and conflicts, while also creating a strong team environment.

• Get your hands dirty: You’re comfortable getting involved in the day-to-day operation and know Customer Success from experience. Whether it’s a tricky retention conversation, a service onboarding or a complex customer issue, you’re close to the customer and willing to jump in and show how it’s done.

• Operationalize the AI-First Model: You’ll test new ways of using AI and automation within the team, collect feedback from day-to-day operations and help us further develop our AI roadmap. The goal: work more efficiently while staying close to our customers.

• Own the numbers: You keep an eye on churn, retention, active customer base and CSAT, and turn what you see into concrete actions. You also make sure workload is distributed effectively so we can continue to deliver a great customer experience as we scale.

• Be the link between Germany and HQ: You’ll bring the needs of our customers, team and the German market to Amsterdam and represent that perspective within the company. At the same time, you’ll translate shared goals and decisions into concrete actions for Germany and work closely with our teams in HQ.

• Drive change: When you see that a process, way of working or structure isn’t working, you speak up and work with the team to find a better solution. You don’t just implement change on paper -you make sure it actually works in day-to-day operations.

What we're are looking for

• Real Leadership: You’ve led teams before and know how to coach, motivate and develop people. You can set clear expectations and have difficult conversations when needed.

• Real Customer Success experience: You have at least 2-3 years of experience in Customer Success and know the key parts of the customer lifecycle - from onboarding and support through retention to upselling/expansion.

• Hands-on: You’re comfortable getting involved in the operation yourself and taking responsibility. At the same time, you know when a problem needs a better process rather than simply more effort.

• Change Driver: You don’t wait for someone to tell you what to do next. You ask questions, propose solutions, involve the right people and get things moving.

• AI-Native Mindset: You don’t need to be an engineer, but you think AI-first. Ideally, you’ve already used or implemented tools like Gong, AI-Gems or automated CRM workflows to help you and your team work more efficiently.

• Take ownership of the German market: You care about what our customers and team in Germany need, bring that perspective into the company and are willing to stand behind your view even when it differs from others.

• Strong communicator: You can bring different perspectives together and remain constructive when interests differ. You’re comfortable communicating in English with our international team in Amsterdam.

• Language: Your German is at a native level (C2).

What you can expect from us:

• Compensation package consisting of a competitive base salary depending on experience

• 4 weeks of remote work/year

• We cover the cost of the Deutschlandticket (€63)

• Company pension contribution matching your own contribution, up to €100/month

• Cultural onboarding week in Amsterdam

• We celebrate our successes! When team goals are met, Trustlocal invites you and the entire team to events. Whether it’s a city trip or a ski vacation, let us surprise you.

• Secure your pole position at a rapidly growing company.

• €1,000 training budget per year

Interested in this position? Then send us your CV and cover letter. Would you rather come by for a coffee? That is also possible!