Lead Customer Success Manager

Lead the team. Own the outcomes. Shape what customer success means at babelforce.

We’re looking for a senior, technically capable leader to head up our Customer Success function. You’ll manage a team of CSMs - both Account Manager and Technical Specialist profiles - and report directly to the CEO. This is not a coordination role. You’ll make real decisions, own commercial outcomes, and be the person your team and customers turn to when things get complex.

babelforce is a Berlin-born orchestration platform for contact centers. We are reshaping how businesses deliver customer service at scale using AI and people in collaboration. We help enterprise teams improve phone experiences through smart automation – reducing wait times, streamlining everyday tasks, and giving support agents more time for real conversations. From scaling support to boosting retention, babelforce empowers organizations to build flexible, future-ready customer service - without compromise.

Tasks

Team Management

• Directly manage the CS team: Account Manager and Technical Specialist CSMs
• Set direction, priorities, and working methods
• Act as final decision-maker on escalations
• Coach and develop team members
• Define and own incentive structures aligned to net revenue retention

Commercial Ownership

• Own CS contribution to NRR (net revenue retention)
• Lead renewal and expansion across accounts
• Build commercial mindset within the team

Strategic Account Engagement

• Act as executive sponsor on key accounts
• Engage with VP, C-level, and procurement stakeholders
• Step in on complex or high-stakes situations

Technical Leadership

• Engage in technical topics: APIs, AI, workflows, CRM/helpdesk integrations
• Use AI tools to improve efficiency and outcomes
• Translate technical concepts into business value

Operations and Product

• Oversee onboarding quality end-to-end
• Consolidate product feedback
• Improve processes and documentation

Requirements

Experience

• 5+ years in Customer Success, implementation, or CX/contact centre operations
• Experience in B2B SaaS environments
• Team management experience (commercial + technical profiles preferred)
• Experience with enterprise-scale accounts

Leadership and decision-making

• Comfortable acting as senior decision-maker
• Strong ownership mindset
• Ability to manage stakeholders across functions and levels

Technical capability

• Understanding of APIs, data flows, AI tools, and workflow logic
• Comfortable engaging with technical documentation

Communication

• English (C1+) required
• German (C1+) highly valued but not essential
• Strong written and verbal communication skills
• Experience with senior stakeholders

Character

• High ownership and accountability
• Organized and calm under pressure
• Curious and self-driven
• Ambitious and growth-oriented

Benefits

• Flexible working (remote or hybrid)
• Direct reporting line to CEO
• High level of ownership and impact
• Flat hierarchy and fast decision-making
• Strong culture of technical curiosity
• Opportunity to join a fast-growing company at a key stage
• Corporate benefit package

We are an exciting high-growth and dynamic tech company where geekiness is encouraged and curiosity rewarded. You will thrive if you’re proactive, adaptable, an excellent communicator, and excited to keep learning and growing every day.
Committed to building a diverse and inclusive team, we welcome talented, compassionate people of all backgrounds and believe inclusivity strengthens our work and product.

Join a fast-growing company where your impact is immediate and opportunities are everywhere.

Find more English Speaking Jobs in Germany on Arbeitnow

Position Details

• Job Title: Lead Customer Success Manager
• Company / Organisation: babelforce GmbH
• Location: Remote
• Employment Type: Full-time
• Field / Industry: Customer Support
• Work Arrangement: Remote — open to candidates worldwide

About This Opportunity

This full-time opportunity at babelforce GmbH is an excellent opening for experienced professionals in the field of customer success and support. The role is structured around a fully remote setup — offering you the freedom to work from any location in the world and is designed for candidates who are ready to make a meaningful contribution from the moment they join.

As a remote-first position, this role welcomes qualified candidates from across the globe. You will be expected to manage your schedule independently, communicate proactively, and deliver results consistently — hallmarks of a high-performing remote professional.

Whether you are an established practitioner in customer success and support or a highly skilled professional looking for your next challenge, this Lead Customer Success Manager role offers the platform to apply your expertise in a real-world, results-oriented environment. babelforce GmbH is looking for a candidate who can hit the ground running and add genuine value to the team.

Who Should Apply

This role is ideal for candidates who have a solid background in customer success and support and a demonstrable track record of delivering high-quality results. You should possess empathy, clear communication, patience, and a proactive approach to problem resolution. Experience working with customer support platforms, ticketing systems, and CRM and live-chat tools will be an advantage, though a commitment to continuous learning and professional development is equally valued.

Beyond technical or domain expertise, babelforce GmbH is looking for someone who communicates clearly, collaborates effectively with colleagues and stakeholders, and takes ownership of their work from start to finish. If you thrive in a professional environment and are passionate about the opportunity to deliver exceptional customer experiences and build lasting client satisfaction and loyalty, we encourage you to apply.

Key Competencies for This Role

Successful candidates for the Lead Customer Success Manager position at babelforce GmbH will typically demonstrate the following core competencies:

• Domain expertise — a strong foundation of knowledge and hands-on experience in customer success and support
• Problem-solving ability — the capacity to identify challenges, think critically, and implement practical solutions efficiently
• Communication skills — clear and professional communication with colleagues, stakeholders, and partners at all levels
• Self-management — strong time management and the ability to prioritise a varied workload while meeting deadlines
• Team collaboration — a collaborative and supportive approach to working alongside colleagues across departments or locations
• Adaptability — the ability to respond positively to change and thrive in a dynamic, evolving work environment

How to Apply

To apply for this Lead Customer Success Manager position at babelforce GmbH, click the "Apply Now" button on this page. You will be taken directly to the official application page where you can complete and submit your application.

Before applying, please ensure that your CV or résumé is fully up to date and clearly highlights your experience and accomplishments in customer success and support. If a cover letter is included or requested, tailor it specifically to this role and explain how your background, skills, and goals align with what babelforce GmbH is looking for in a Lead Customer Success Manager.

All applications for this role are processed directly by babelforce GmbH. Career Nest facilitates the job discovery process and does not pre-screen or forward applications on behalf of employers. There are no fees for job seekers at any stage of the application process.

About Career Nest

Career Nest is a global job aggregation platform connecting professionals with thousands of opportunities across every major industry — from technology and marketing to finance, design, data science, healthcare, NGO, engineering, and beyond. Our platform aggregates live job listings from verified employers, leading job boards, and trusted staffing platforms worldwide.

We publish thousands of new roles every day from sources across 190+ countries. Whether you are looking for a fully remote role, a hybrid position, or an on-site opportunity in a specific city, Career Nest makes it easy to search, filter, save, and apply to the roles that match your experience and ambitions — all in one place, completely free for job seekers.

Every listing on Career Nest is reviewed for accuracy and relevance before being published. We are committed to providing job seekers with the most up-to-date, trustworthy job listings available. Explore thousands more opportunities across all categories at careernest.cloud.