Teamlead Customer Success Management

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kaer

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

kaer is a provider of occupational health, workplace safety and corporate health management services that combines in-person medical and safety expertise with digital tools. The company offers nationwide support for businesses—delivering occupational medical examinations, safety officer services, preventive health programs (physical and mental health), and compliance with German legal requirements (ASiG, DGUV-V2)—backed by a digital portal that automates administration, documentation and communication. kaer serves employers with integrated, B2B-focused solutions to improve employee health, reduce absenteeism and ensure regulatory compliance.

📋 Description

• Monitor and optimize key Customer Success Management (CSM) metrics such as retention rate, Net Promoter Score, churn prevention, and customer satisfaction • Conduct regular quality management and feedback sessions to improve the customer journey and derive optimization measures • Coordinate with the operations team as well as the heads of occupational safety and occupational medicine to ensure smooth service delivery • Ensure excellent operational performance and customer support • Support invoice inquiries and confidently manage complaint handling • Align with the executive management and Head of Engineering to incorporate customer feedback into product solutions • Provide functional and disciplinary leadership for the entire Customer Success team • Actively shape team culture • Design recruiting channels and participate in interview processes • Take strategic responsibility for the team's training and development • Collaborate with executive management to set a forward-looking direction for the CSM area • Strategically develop existing customer relationships and relevant kaer portfolio areas • Identify and exploit up- and cross-selling opportunities within the existing customer base • Assist in strategic key-account meetings as the CSM Teamlead

🎯 Requirements

• Inspirational functional and disciplinary leadership of a Customer Success team • Hands-on mentality with a strong solution orientation • Ability to monitor and optimize CSM metrics • Experience or competence in Customer Experience, negotiation, and agile methods • Competence in recruiting, conducting interviews, and in employee training and development • Ability to strategically develop customer relationships • Skill in identifying and leveraging up- and cross-selling opportunities • Expertise in strategic key-account meetings • Willingness to work closely with executive management, operations, and engineering

🏖️ Benefits

• Flexible working models • Freedom to work fully remotely from anywhere within Germany • Modern, fully digital equipment (hardware & software) • 31 days of vacation • Individual, personalized onboarding • Regular team events