Team Lead – Customer Success Operations (gn)

Want to shape the future of procurement? At Unite, we’ve been working for over 25 years to make purchasing in the private and public sectors efficient, sustainable and compliant. We offer organisations a trusted alternative to non-European procurement platforms – strengthening local value creation and keeping data where it belongs. More than 700 employees around the world contribute to Unite’s development, bringing diverse perspectives and a strong sense of responsibility. Does this sound like you? Join us as we take procurement to the next level.

As Team Lead – Customer Success Operations (gn) you enable predictable retention and expansion at Unite by designing and governing the Customer Success lifecycle operations. You own the configuration and continuous improvement of the CS platform, ensure customer health insights are accurate and actionable, and drive adoption across the CS organisation. A critical early mandate is to evaluate and select a best-fit CSM tool, including defining requirements, running a structured vendor evaluation, and building the platform infrastructure that enables the CS team to scale.

If you want to build something that truly matters and are looking for creative freedom, responsibility, and real impact, then this role is exactly right for you.

Your role

• CS Lifecycle Process Design & Governance: You define and govern standardised CS workflows across the full customer lifecycle (onboarding, adoption, value realisation, renewal, escalation, and expansion), build CS playbooks, and partner with CS leadership to ensure consistent process adoption across the organisation.
• Customer Health & Insights: You own customer health scoring in collaboration with Analytics/Planning, monitor leading indicators of churn and risk, and ensure the CS team can act proactively and data-driven at all times.
• Renewal Operations & Forecast Support: You drive renewal operations workflows, support the forecast cadence with consistent data and reporting, and escalate at‑risk renewals with the appropriate urgency and documentation.
• CSM Tool Evaluation & Platform Ownership: You lead the structured evaluation and selection of a new CSM platform (e.g. Gainsight, ChurnZero, Totango), own the business‑side configuration including workflows, alerts, and health score logic, and coordinate reliable integrations with CRM and product usage data.
• People Leadership & Cross‑functional Partnering: You lead and develop 1–2 direct reports, coordinate with IT, Sales Enablement, and Analytics, and ensure consistent quality, accuracy, and turnaround times across all operational outputs.

Your qualifications

• Experience & professional background: You bring 3–5 years of experience in Customer Success Operations, Revenue Operations, or CS programme operations and have a strong understanding of retention drivers, adoption signals, churn risk indicators, and renewal processes.
• CSM tool experience: You have a proven track record of owning CS platforms or lifecycle operations workflows end‑to‑end and ideally have experience evaluating and implementing a CSM tool (Gainsight, ChurnZero, Totango, or similar).
• Platform & IT coordination: You are able to translate business needs into platform requirements and have experience coordinating with IT or technical teams to deliver system changes and integrations.
• Leadership ambition: You bring first leadership experience or have a clear willingness to grow and develop a small team.
• Analytics & big picture: You work in a structured, data‑literate way with a high attention to operational quality. Experience in B2B marketplaces, platform businesses, or SaaS environments is an advantage.
• Languages: You are fluent in both English and German.

What you can expect from us

• An office you'll enjoy coming to: Our office facilities are modern and ergonomic, public transport connections are excellent, and the on‑site cafeteria serves freshly prepared meals every day – with a subsidy from us included. Hybrid working is also possible.
• We think long‑term: That’s why we are great believers in offering creative freedom – you’ll also get access to our Academy training to grow your career
• We offer workations for new possibilities: You can work abroad for up to 2 months, which is a great way to extend your time away or visit your family and friends in other countries
• We think sustainably: We support your health and pension and offer comprehensive benefits – that includes a bike or public transport ticket to make your commute much easier
• We operate at eye level: Join our fair corporate culture and work with helpful colleagues and experienced management
• We care about work‑life balance: We offer flexible working hours and 30+ holidays so you can strike a good balance between your work and personal life