Team Lead Customer Success (F/M/X)

Description

As Head of Customer Success at ablefy, you own the entire revenue growth of our existing customer base. You will manage the entire Customer Success function - strategically, operationally, and culturally. Your mission is simple but ambitious: drive sustainable growth through world-class Customer Success.

You will professionalize how we work, bring structure and reliability into our processes, and ensure every customer interaction is thoughtful, consistent, and impactful. At the same time, you’ll stay close to the customer, acting as the voice of the customer internally and a trusted, proactive partner externally.

This is a hands‑on leadership role: you will manage and grow the team while personally owning a small portfolio of key accounts and setting the gold standard for what good CSM looks like at ablefy.

Responsibilities

Customer Success Strategy & Growth

• Develop and execute a clear Customer Success strategy aligned with ablefy’s growth ambitions.
• Drive revenue growth through CSM, focusing on retention & churn reduction, product adoption, expansion & share of wallet.
• Translate customer insights into scalable success motivations and into goals and tasks for the team.

Customer Relationships & Advocacy

• Cultivate robust, long‑lasting customer relationships, acting as a proactive partner as customers scale.
• Tailor engagement to each customer’s maturity stage, empowering them with the right resources, product insights, and strategic guidance.
• Build a strong network of ablefy advocates and foster a thriving customer community.
• Be the voice of the customer internally, ensuring customer needs clearly influence decisions.
• Own and manage escalations, ensuring smooth resolution of complex or technical issues.

Product Adoption, Feedback & Collaboration

• Drive adoption of ablefy’s full product suite, including European compliance tools, flexible payment and checkout solutions, subscription and recurring revenue modules.
• Maintain a tight feedback loop with Product, Tech, and Compliance, translating customer needs into product requirements, feature improvements, better overall customer experience.

Operational Excellence, Analytics & Structure

• Analyze customer data to understand engagement, predict risks, and uncover growth opportunities. Deliver actionable insights that enable data‑driven decisions across the company.
• Professionalize Customer Success (define and document clear SOPs, establish reliable processes and ways of working, obsess over details — because great execution lives there).
• Bring strategy and structure into a fast‑moving startup environment without slowing momentum.
• Ensure Customer Success is predictable, scalable, and dependable.

Leadership & Team Building

• Build, mentor, and lead a high‑performing Customer Success team.
• Set a culture of ownership, customer empathy, and excellence.
• Lead by example – as a great CSM yourself.
• Align team goals with ablefy’s growth trajectory and customer‑first philosophy.

Qualifications

• Minimum 2 years of leadership experience in Customer Success or related roles, ideally within B2B SaaS, fintech, or digital commerce.
• Proven experience building, scaling, and leading high‑performing Customer Success teams.
• Strong understanding of digital entrepreneurs and online business models, payment processing & checkout flows, subscription‑based and recurring revenue models, cross‑border transactions and European compliance requirements.
• A growth mindset with a clear focus on retention, expansion, and customer lifetime value.
• Strong analytical skills and confidence working with CS metrics such as churn, NPS, and product adoption.
• A hands‑on mentality — you enjoy being close to customers and leading from the front.
• The ability to bring structure, clarity, and reliability into fast‑moving, complex environments.
• Excellent communication skills and strong stakeholder management across Product, Tech, and Compliance.
• Strong alignment with ablefy’s mission to build innovative, compliant, and scalable solutions for digital businesses.
• Fluency in German and English.

Benefits

• Paid time off – 30 vacation days.
• A competitive salary.
• A personal training and development budget of €1,500 per year.
• Responsibility and trust from day one.
• Individual coaching and further training to support you in your development.
• A free BVG ticket.
• Employee discounts at numerous companies (e.g. at the gym or in online stores).
• Pension program with company match up to 30% of employee contributions.
• A culture of equity and inclusion where you are appreciated for the person you are.

Diversity & Inclusion

At ablefy, we embrace our differences, as they are our greatest strength. We recognize that everyone has a unique perspective based on their experiences, identities, and thought processes, and we strive to create an inclusive environment for all. Discrimination based on race, religion, color, national origin, gender identity or expression, sexual orientation, age, marital status, disability status, or any other aspect that makes you unique is not tolerated at ablefy. We aim to make growth accessible to everyone!