Team Lead Customer Success Management (German speaking)

Company Description

ecosio is a fast-growing, innovative service company and a leading provider of B2B integration, specialising in electronic data interchange (EDI), Web EDI and e-invoicing. ecosio is part of Vertex, Inc., a leading global provider of indirect tax solutions listed on Nasdaq (VERX).

Our brand slogan is Connections That Work as we believe strong connections are central to successful business relationships - both external and internal. At ecosio, we hire individuals from all backgrounds and are committed to creating an inclusive work environment. We are technology lovers, set the highest standards for our solutions, and put innovative ideas first.

Job Description

You'll connect with the role if you enjoy...

• Strategic Leadership & Coaching: Leading and developing a team of 4 CSMs, steering their activities based on data-driven insights and dashboards to align performance with global growth targets.
• Driving Revenue & Retention: Taking ownership of Gross Revenue Retention (GRR) and identifying Cross-selling and Up-selling potentials (e.g., expansion into new countries or additional EDI partners), handing them over to the Account Management team.
• Tandem Collaboration: Working closely with Account Management Team Lead to bridge the gap between client business needs and our technical delivery teams.
• Process Innovation & Design: Iterating on existing processes and designing new workflows to increase product adoption and decrease churn risk.
• High-Level Relationship Management: Conducting regular strategic Check-ins and business reviews with clients across different segments and managing high-level escalations.
• Data-Driven Steering: Maintaining full oversight of account health using dashboard analytics and monitoring tools to proactively guide your team’s focus.

Qualifications

To connect with ecosio it is important to have…

• Proven Leadership Experience: At least 2 years of experience leading a Customer Success or Strategic Account Management team, ideally within a SaaS environment.
• A Business-First Mindset: A strong track record of driving KPIs such as GRR and expansion revenue. You view Customer Success as a proactive value-driver, not a reactive service.
• A talent for building better processes: You can develop and implement fresh ideas that measurably improve customer satisfaction and increase product usage.
• Communication Excellence: Native-level or professional fluency in German and English is required for our DACH and international markets.
• A data-driven approach: You know how to use CRM tools and data to spot trends, prevent problems, and measure your team's success.

And nice to have…

• Industry Knowledge: Prior experience or familiarity with EDI standards, E-Invoicing compliance, global supply chain processes or a proven ability to understand technical B2B SaaS solutions
• International Exposure: Experience in managing or coaching teams across different geographic regions (DACH vs. International).
• Change Management: Experience in scaling a CSM department during periods of rapid company growth.

Additional Information

By connecting with us you will experience...

• Our remote-first culture lets you work remotely from one of our designated countries
• Flexible working hours to suit your schedule and priorities
• Annual personal development budget to invest in conferences, courses, or career coaching
• Home office allowance to create a workspace that fits your needs
• Regular events and trips to connect, celebrate, and have fun with the team
• Workations of up to 90 days per year within the EU, combining travel and productivity
• Wellbeing support, including mental health resources and employee assistance programs
• Additional country-specific benefits based on your location

Sounds like a connection that works? Then apply now and we will get in touch soon!

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