SHAPE THE FUTURE OF PRIVACY WITH USERCENTRICS

Usercentrics is a global leader in the field of consent management platforms (CMP). We follow our company vision to build a world where user privacy enables a thriving digital ecosystem. Our mission is to provide privacy solutions that empower organizations to embrace data privacy while building trust with their users through freedom of choice. With our product, businesses can collect, manage and document user consents on websites and apps, and achieve full compliance in accordance with global privacy regulations while facilitating high consent rates and building trust with their customers.We are looking for a passionate and experienced Customer Success Team Leader to lead our team of Customer Success Representatives in providing exceptional service and support to our valued clients. The ideal candidate will be responsible for ensuring that our Customer Success Team is equipped with the necessary knowledge, tools, and processes to deliver outstanding service and drive customer satisfaction and retention.

Your Tasks

• Lead, mentor, and support a team of Customer Success Representatives in their daily tasks and responsibilities.
• Collaborate with the Director of Customer Success to develop and implement team objectives and KPIs.
• Establish and optimize efficient organizational structures and workflows within the Customer Success Team to ensure operational effectiveness.
• Act as the primary point of contact for designated client portfolios, building and nurturing strong relationships to drive satisfaction and retention.
• Coordinate initiatives coming from Sales, Marketing, Product, and Support teams to align customer success strategies and initiatives.
• Represent the team in cross-functional meetings and collaborate with other departments to achieve company-wide objectives.
• Utilize customer data and analytics to monitor key performance indicators (KPIs) such as satisfaction, retention rates, and product adoption, driving strategic decision-making.
• Advocate for customer needs and priorities within the organization, ensuring a customer-centric mindset across teams.
• Continuously assess and improve customer success processes, tools, and resources to enhance the overall customer experience.
• Foster a positive team culture that promotes collaboration, teamwork, and a customer-centric mindset

You Bring

• Bachelor's degree in Economics or related field
• 3+ years of experience in B2B SaaS industry
• 3+ years of Customer Success/Account Management experience, with a solid grasp of Customer Success processes and workflow efficiencies
• 2+ years of team management experience
• Strong understanding of the Online Marketing industry
• Proficient in developing processes and metrics for client-facing teams
• Effective mentorship skills, nurturing talent and fostering growth
• Excellent English communication skills. German as a first or second language can be a valuable advantage.
• High level of collaboration and project management skills
• Demonstrated ability to influence customer-centric conversations
• Strong organizational skills with the ability to plan, prioritize, and execute high-quality deliverables

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Why join Usercentrics?

• Joining Usercentrics means becoming part of a fast-growing, diverse and international team of tech enthusiasts and entrepreneurially-minded who build our success story together
• Company culture is important to us - we strive to continuously develop a positive, vibrant and inspiring environment that enables everyone to thrive both personally and professionally
• Get involved! We have plenty of initiatives and love to see people from all department enthusiastically participating and shaping our future together in different cross-department projects
• Your work-life balance is important to us too - we offer flexible working hours, hybrid working and the possibility of workcations (in accordance with our company policy)
• We always remember to have fun along the way, both in our day-to-day work and at our regular team events on site in our offices in Munich, Copenhagen, Odense, Lisbon and Prague or online
• You are the most valuable asset to our company which is why we’re happy to offer awesome benefits like our personal development budget, job-related language courses and a lot more (depending on your location) to focus on your well being