Team Lead Customer Success / Account Management (m/f/d)

le contenu du travail

Our mission

Become part of Europe’s #1 software for the tours, attractions and activities industry! Since 2014 we have been digitising one of the largest markets in tourism with our Software-as-a-Service solution. Very likely you have already booked with one of our customers without noticing it. Because bookingkit is the technology behind many experience providers in Europe and we work together with Google, GetYourGuide and TripAdvisor.

bookingkit is looking for a Team Lead of Customer Success; in this role you will lead one of the most impactful teams within bookingkit; one that orchestrates strong and successful relationships with our B2B customers across Europe. Accountable for revenue growth, customer satisfaction, retention, and P&L, you will guide, coach and develop a team of five (5) experienced account managers to reach peak potential and set strategies that each customer is poised for success.

Reporting to the CSO, you work strategically alongside our leadership team. You excel with your first hand experience in Customer Success or Account Management as well as 2-3 years of leadership experience, ideally at a B2B company.

In a nutshell

• Level -
• Start - As soon as possible
• Your future gear - Mac or Windows laptop (private use allowed), monitors as per your wish (also in home office)
• Hybrid Office - 3 days home office, 2 days in office: located in Berlin Neukölln, right next to S-bahn Sonnenallee, company language is English
• Perks - Flexible work time, pet friendly office, breakfast, snacks & fruits 24/7, Company BBQs, Team events, Free subscriptions (Audible, Blinkist, Skillshare...), Yearly private travel subsidy, Extra free day to do charity...

More about your day-to-day

• You lead and grow our team of Customer Success / Account Management managers.
• You ensure success of customers on our platform and expand their lifetime value by nurturing partnership and driving adoption, expansion and retention.
• You establish a Customer Success model to systematically understand and transform customer goals into roadmaps, implementation, and quick wins, having full P&L responsibility.
• You settle a data-driven approach to identify growth potential across the portfolio: Uncover new opportunities and report relevant insights to bookingkit’s Sales, Marketing, Operations, Engineering, and Product Management teams.
• You are responsible for the strategic and operational development of (global) key accounts: Expansion and maintenance of business relations with key accounts and the goal of a sustainable increase in revenue.
• You coach the team to establish and maintain major account relationships and meet personal targets within the full line of products or combination of products.
• You map / design the (after sales) customer journey: optimize and align both human and tech interventions.
• You collaborate cross-functional with all departments to ensure a high level of customer satisfaction; align in particular with sales and customer service.
• You optimize our career path in Customer Success including onboarding, training, and personal development.

Must-haves, short & to the point

• 2 - 3 years of leadership experience and 5+ years experience in customer success for B2B SaaS and key account management
• Demonstrable business management experience with a focus on customer performance, customer success
• Strong analytical abilities, systematic and process-oriented thinking as well as high attention to detail
• Very good knowledge of modern CRM systems
• Previous experience working with agile development approaches (Scrum, MVPs, wireframes, etc.) alongside product and tech teams and ability to write and challenge user journey diagrams
• Excellent communication skills in English
• Willingness to travel within the EU

Nice-to-haves

• Previous experience in the tourism or comparable industries
• Previous experience introducing new software tools and driven adoption within your team
• Professional experience on an international level
• Fluency in another major European language (C1)

What do we offer

We invest in your future:
We care about individualized personal and professional development. We provide a diverse choice of Perks & Benefits - from team development budget to free subscriptions to platforms like Audible, Blinkist or Skillshare. Everyone gets a Personal Development Plan and every team has a transparent Career Path defined.

We live our values:
Flat hierarchies and #transparency are no empty promises! Share your ideas with us and contribute to our #growth. We #trust you to do a great job at your own pace: flexible working hours and home office prove it.

We believe in work-life-balance:
You will work with the best in the industry- 80 great colleagues from 17 nations are waiting for you to join us. We love to share our knowledge in bookingkit university, but of course there is always time for fun team events- our monthly Barbecues are legendary!