Team Lead Customer Success Management | EMEA

is Germany's best-known AI company. We develop neural networks to help people work with language. With DeepL Translator, we have created the world's best machine translation system and made it available free of charge to everyone online. Over the next few years, we aim to make DeepL the world's leading language technology company.
Our goal is to overcome language barriers and bring cultures closer together.

What distinguishes us from other companies?

DeepL (formerly Linguee) was founded by developers and researchers. We focus on the development of new, exciting products, which is why we spend a lot of time actively researching the latest topics. We understand the challenges of developing new products and try to meet them with an agile and dynamic way of working. Our work culture is very open because we want our employees to feel comfortable. In our daily work we use modern technologies - not only to translate texts, but also to create the world's best dictionaries, and solve other language problems.

When we tell people about DeepL as an employer, reactions are overwhelmingly positive. Maybe it's because they have enjoyed our services, or maybe they just want to get on board with our quest to break down language barriers and facilitate communication.

What will you be doing at DeepL?
We’re looking for a Customer Success Management Team Lead who will lead, coach, and manage our growing team of Customer Success Managers (CSMs) for our scale/ mid-market segment in EMEA. This is a unique and exciting role to help scale a team through rapid growth. You will be a high-energy strategic, coach-focused leader responsible for the growth and development of your team. As Team Lead, you will create, develop, and support a collaborative and results-driven team culture and environment that allows individuals to thrive and customers to realize the value of DeepL. Additionally, you will build strong relationships within the Customer Success organization and cross-functionally - interfacing regularly with Sales, Marketing, Product and Engineering, Support, and Finance - to ensure customers' success.

Requirements

Your responsibilities

• Manage a team of individual CSMs responsible for the customer life cycle from initial onboarding, to product adoption and engagement, to renewals
• Drive the professional growth and development of team members
• Participate in the screening and hiring process of new talent
• Set the culture, pace, and expectations for your team while aligning with the broader organizational strategy
• Create relationships and collaborate cross-functionally to ensure product adoption and customer success
• Serve as a thought leader, customer advocate, and partner to your employees and customers
• Help refine and standardize processes across the organization to craft the strategy and playbooks to improve customer outcomes, as well as the operational efficiency of the team

What we offer

• Make an impact! We break down language barriers world-wide, and bring different cultures closer together
• Experience the excitement of a rapidly-growing scale-up. Over the last year, we doubled in size with employees located across the UK, Netherlands, Germany, Poland, Japan and the US. 
• We've got your back. We are an experienced highly-committed team with transparent decision-making processes. We cherish collaboration and efficiency but the human approach, trust, empathy and inclusivity are just as important
• Regular innovative team-building events - internationally
• The opportunity to shape a product experience for an unlimited market with a diverse customer base (international customers, from start-ups to large corporations)

About you

• 3+ years of management experience with a team of at least 5 team members
• 3+ years operational experience as a Customer Success Manager or Account Manager
• Proven track record of leading and building teams of individuals that consistently meet and exceed established goals
• Strong empathy for customers and passion for revenue and growth
• Able to attract and retain talent, committed to growing and developing internal talent
• Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects). Outstanding listening skills are an absolute must
• Strong project management and business process development skills
• Strategic thinker with a knack for using the appropriate combination of data and judgment to guide decision-making
• Enthusiastic and creative leader who is hungry to grow and learn and inspires a similar mindset in others
• Experience working with Salesforce pre