Customer Success Lead (f/m/d)

Stellenbeschreibung:

aleno is growing, and we want our existing customers to be part of that growth and reap the benefits. At aleno, we’re establishing Customer Success as a standalone division—with a clear goal: to systematically embed customer loyalty, added value, and growth from our existing customer base. That will be your mission. Not just managing, but structuring, building, and making it effective. Together with the management team and the relevant departments, you’ll develop what Customer Success at aleno should look like—and drive the implementation yourself. With a clear mission: to strengthen customer loyalty, secure added value, and realize growth from our existing customer base.

Your first few months

You won’t start with a ready-made team or established processes—you’ll build them. In the initial phase, your focus will be entirely on building the foundation: Together with management, you’ll define the target vision, create structures, build the database, and establish KPIs—so that customer status and development can be measured reliably and accurately. You’ll get to know the product and our customers—and manage your first key accounts as the direct point of contact. In the second phase, the focus shifts to concrete implementation. Building on this foundation, you’ll actively drive customer retention, upselling, and cross‑selling, as well as proactive work with existing customers—with the goal of delivering measurable results.

Your Responsibilities

You will lead Customer Success at aleno—taking responsibility for its development, direction, and results. You will define the vision, lay the groundwork, and ensure that Customer Success is firmly established as an effective, measurable function within the company. At the same time, you will be deeply involved in day‑to‑day operations—not as a supervisor, but because you want to drive initiatives, make decisions, and take ownership of results.

As the Lead, you are responsible for:

Building Customer Success as an independent department – vision, structure, processes, responsibilities
Establishing key metrics and success measurement – adoption, retention, churn, expansion
Close collaboration with Customer Operations, Sales, Product, and Marketing
Strategic support for selected key accounts
Revenue responsibility in the existing customer segment – you will be directly evaluated based on revenue generated from existing customers

Operationally, you’ll take the lead:

Proactive work with existing customers – early risk identification, targeted measures for churn prevention
Systematic management of product usage based on data and feedback
Identifying and realizing cross‑selling and upselling opportunities
Developing initial playbooks and documenting best practices

Your Approach: Data & AI First

You make decisions based on data—not gut feelings. You know how to collect, clean, and interpret customer data, and translate it into concrete actions. And you use AI not just occasionally, but every day—for analysis, automation, process optimization, and data‑driven recommendations for senior management. You bring this approach to the table—and continue to develop it with us.

Your Profile

Native German speaker (Niveau C2) with excellent English skills
Several years of experience in Customer Success Management, ideally in a SaaS environment
Proven experience in establishing CS structures—processes, KPIs, health metrics, playbooks
Experience with revenue responsibility in the existing customer segment—cross‑selling and upselling
Experience with data‑driven CS setups – dashboards, automated reports, health scores
Proficiency with CRM systems, particularly HubSpot or similar
Data & AI as a core working method – from analysis to action
Entrepreneurial mindset: You lead, you build, you deliver – without needing someone to tell you what comes next
Nice to have
Experience in the restaurant or hospitality industry
Experience in scale‑ups or high‑growth environments

What we offer

Full ownership of building a new, strategically important division
Direct collaboration with senior management and short decision‑making paths
An environment that not only tolerates but expects new approaches

Why You’ll Love Working at aleno

At aleno, it’s about more than just the job. We want you to feel comfortable, have opportunities to grow, and find a balance between your work and your personal life. That’s why we offer:

Flexible working conditions

Work in a way that fits your lifestyle—with the option to work from home, travel opportunities within the DACH region, and modern tools for remote collaboration.

Inspiring work locations

Use our central office in Berlin or Zurich—or find your flow while working from home.

Shared experiences

From local team events to international company gatherings—we value genuine exchange, inspiration, and shared experiences.

Attractive benefits

Take advantage of our corporate benefits program, company pension plan, exclusive aleno employee offers, and a monthly allowance of €50, which gives you extra flexibility.

Rest & Balance

Enjoy 29 days of vacation plus additional special leave days (e.g., birthday, wedding)—because we know that good ideas need breaks, too.

Fair & Future‑Oriented

You can expect a fixed salary with a bonus model, as well as a compensation package including equity options—clear, transparent, and with your future in mind.

Location: Berlin

Start date: Immediately

Full‑time , flexible hours