Customer Success Lead

Description

At Haiilo, we're building the digital home that connects employees with the information that matters to them - reliably, efficiently, every day. With Haiilo employees find their flow at work.

As our Team Lead Customer Success you lead and develop our CS team with a clear focus on customer outcomes, team performance, and consistent execution. The team and foundations are in place - now it takes strong leadership, clear structure and the drive to unlock the team's full potential. You'll work closely with our VP AM & CS and act as the bridge between strategic direction and day-to-day delivery.

This role is hybrid with two office days per week in Hamburg and needs fluent german skills.

Who we're looking for

Experience leading or mentoring Customer Success teams in B2B SaaS

Proven track record of improving retention, reducing churn, and driving structured CS execution (success plans, QBRs, health scoring)

Strong coaching and people leadership skills - able to raise the bar on consistency and quality across a team

Hands-on, pragmatic operator: you implement, not just advise

Data-aware and comfortable working with customer health signals and performance metrics

Nice to have: experience with pooled/scaled CS models or multi-product environment

What you'll do

Lead and develop a team of Customer Success Managers, driving capability across success planning, value-based engagement, renewal readiness, and stakeholder management

Own CS execution standards: health scoring, QBR/EBR frameworks, success planning, and early risk identification

Ensure clear collaboration with Account Management and Customer Operations across the customer lifecycle

Act as a key partner to Product, Customer Operations, and Sales on feedback loops, expansion readiness, and scalability

Translate strategic direction into consistent team behaviour and day-to-day execution, in close partnership with the VP AM & CS