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, all 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. Together, we're on a mission to create a seamless approval process that helps people deliver their best work. We've raised our Series A and have over half a million users across 500+ companies, including AB InBev, LG, Havas, GroupM, and Emirates. So if you're looking for a fast-growing startup in a booming market, you've found it! ⭐ This role is fully remote and we are only able to consider candidates who speak fluent German and are based in a European time zone. Your mission: Architecting the future of CS This is a pivotal moment for Filestage. We are currently evolving our commercial structure by separating Customer Success (adoption & outcomes) from Account Management (renewals & expansion). As our CS Team Lead, you will be the architect of the Customer Success side of this transition. While Account Management handles the commercials, you will define what a world-class "Success" journey looks like. You’ll act as a player-coach: leading by example with your own high-touch DACH portfolio while building the operational standards the rest of the team will follow. You define the CS operating system: In partnership with RevOps, you’ll refine the foundation for onboarding, enablement, and health-score management. You’ll ensure the CS/AM "handshake" is seamless: no gaps, no double-touches, and clear ownership at every stage. You standardize value delivery: You’ll turn day-to-day execution into team-wide standards. This means perfecting the "Value Narrative" in QBRs, shortening Time-to-Value in onboarding, and enabling champions within our largest accounts. You proactively manage retention & risk: You won’t just react to churn; you’ll build the systems to predict it. You’ll monitor health signals and run structured recovery plans, ensuring we protect Gross Revenue Retention (GRR) before it’s ever at risk. You cultivate a high-performance team: You’ll lead weekly cadences such as portfolio reviews, risk assessments, and enablement sessions. Your goal is to coach our CSMs toward a proactive, data-driven approach that frees up human time for the conversations that move the needle. You are the voice of the customer: You’ll act as the strategic bridge to our Product team, translating customer bottlenecks and feedback into actionable insights that shape our roadmap. Life at Filestage We believe people are more productive when they can choose their own schedule. So we’re proud to offer fully-remote roles that give you the perfect balance between work and life. Here are some of the benefits you can look forward to at Filestage: 🏡 Work from where you're happiest and enjoy a flexible schedule. We've been fully remote from the start, giving you the opportunity to meet people all over the world and broaden your horizons. 🌍 Meet up in real life. We all travel together at least once a year at our team retreat to have fun and get to know each other. 👥 Enjoy a strong team culture. We're a group of knowledge seekers, reflective thinkers, clear communicators, goal owners, problem solvers, and team players. These are the values we strive for to help us achieve our mission. 😊 Join a happy team. We've been rated five stars on Glassdoor by our lovely team. 💻 Create a workspace that suits you. You'll get a €1,500 budget for hardware, as well as €500 for your home office — including a computer, webcam, or standing desk. 🌴 Get 38 days of holiday . Plenty of time for city breaks, summer escapes, and everything in between. You'll also get a half day on your birthday to celebrate! 👐 Volunteer/Charity Day. Enjoy a dedicated day to support a cause close to your heart. 📚 Continue to grow and develop your career . After six months, you'll get a personal development budget to invest in yourself. 🗣️ Make your voice heard. We trust our team members to make the best decisions to achieve their goals — no micromanagers here. 📅 Say goodbye to pointless meetings. Flat hierarchies, fast iterations, and no bullshit meetings. What you’ll bring to the role 🏆 You've been here before. You have 3–5 years of experience in Customer Success, with a proven track record of owning GRR, running QBRs, and growing a high-value book of business. You've outperformed retention targets, and you know what it takes. 👥 You want to take the next step in leadership. You understand the core principles of managing a CS team because you have hands-on experience, remote experience, and ideally experience during a period of growth or transition. You are ready to lift people up, bring clarity to uncertainty, and set standards others want to follow. 📊 You think like a business partner, not just a relationship manager. You understand revenue strategy, GRR vs NRR, and how CS influences commercial outcomes. You can translate product outcomes and user adoption into measurable business KPIs. 🔍 You get ahead of problems. You're analytical, process-oriented, and proactive. You monitor health signals, build structured recovery plans, and prevent escalations rather than reacting to them. Silent churn doesn't stand a chance. 🛠️ You build things that scale. You've developed or improved CS playbooks — risk management, churn prevention, AM/CS handover, account monitoring — and you understand how to create a repeatable, scalable operating model. 🤝 You're a team player with high EQ . You combine strong empathy with clear leadership. You're fair, honest, and collaborative — and you know that our success as a business depends on the success of the people around you. 🌍 You're fluent in German and English . Professional proficiency in both is essential for this role. Spanish or French is a nice bonus. 🏠 You're built for remote . You've worked remotely for 2+ years and managed a team remotely for at least a year. You're self-motivated, async-friendly, and comfortable working independently in an international environment.