Team Lead Customer Success/Community Manager (F/M/D)
OUR VISION
When people use our technology to "bridge the gap" between the physical and digital worlds, they don’t just capture reality - they create a new one. In this new reality, they are smarter, more productive, more streamlined, and more creative - because they have the digital foundation to build the world they want to live in.
That’s what NavVis offers in all our products and services: the tools to not just map the world as it is, but to pave the way to a better future. To forge something new. Physical or digital, there is only one reality. And it’s the reality NavVis empowers people to build better.
THE OPPORTUNITY
Are you ready to lead a passionate global team and shape the future of customer engagement at scale?
We’re looking for a Community Team Lead to take charge of our global community segment within Customer Success, where your strategic mindset and hands-on leadership will drive long-term customer growth and engagement.
In this dynamic player/coach role, you’ll balance strategic direction with direct customer interaction. You’ll spend your time both nurturing key customer relationships and empowering your team, all while refining processes and building out a forward-thinking community strategy. With a lean structure, this role requires a hands-on approach and provides the opportunity to influence and scale community strategy from the ground up.
Your mission? Strengthen customer retention, reduce churn, and help our diverse and growing customer base thrive through proactive, data-driven initiatives. This role is pivotal in scaling our one-to-many engagement model, while keeping our customer-first values front and center.
HOW YOU WILL MAKE AN IMPACT
- Lead and manage a small but growing global Community Customer Success team, fostering collaboration, alignment, and shared goals across regions.
- Act as a player/coach by actively managing a portfolio of community customers, ensuring their success while modeling best practices for the team.
- Develop and implement scalable strategies, systems, and processes to effectively support a rapidly growing community segment.
- Champion customer retention by identifying at-risk accounts early and deploying proactive measures to reduce churn.
- Design and oversee automated and self-service engagement initiatives grounded in customer health scores, usage data, and lifecycle triggers.
- Collaborate closely with CSMs across regions to ensure unified execution and consistent customer experience.
- Monitor and report on key performance indicators including customer health, engagement, retention, and usage growth.
- Act as a senior point of contact for escalations within the community segment, ensuring swift resolution and customer satisfaction.
- Promote a culture of continuous improvement, knowledge sharing, and scalable impact within the Community team.
WHAT WILL HELP YOU SUCCEED IN THE ROLE
- Proven experience in customer success leadership, ideally within a SaaS or tech-driven environment.
- Strong people management skills, with experience leading distributed or global teams.
- Demonstrated success in driving customer retention and reducing churn through scalable engagement strategies.
- Comfortable operating in a hands-on capacity, directly supporting customers while leading and mentoring others.
- Proficiency in building and refining scalable, data-driven customer success programs.
- Excellent project management, analytical, and organizational skills.
- Strong interpersonal and communication abilities with a customer-centric mindset.
- Familiarity with customer success platforms, CRM systems, and engagement automation tools (e.g., Dynamics, Salesforce).
HOW WE WILL KNOW WE ARE A PERFECT MATCH
Your recruiting partner for this role is Rina (she/her). You can expect to go through a screening call, and up to 4 rounds of interviews, where we would love to discover your passion and interests, introduce you to who we are and what drives us, and finally understand how we can potentially add value to each other's growth.
HOW WE WILL KEEP YOU SMILING
- It's important to take a break from work! We offer 30 days of paid time off per year
- Affordable access to a vast network of fitness and wellness facilities through EGYM Wellpass subsidy
- Deutschlandticket subsidy to support sustainable travel using public transport
- We offer flexible working hours and a hybrid work setup, enabling you to plan your work around your life, and not your life around work!
- We offer full visa and relocation support for international candidates
- An attractive bike leasing model through JobRad, in line with our commitment towards sustainable mobility
- A competitive compensation package that values the skills and experience you bring
- Up to 4000 EUR employee referral bonus
- Financial support for local language classes to help you in your journey of integrating into the culture!
ABOUT US
NavVis is a technologically-focused, global leader in reality capture and digital factory solutions. Prominent manufacturers and laser scanning professionals from across the world trust our ground-breaking technology, which is designed to capture and share the built environment as photorealistic digital twins.
More than 300 people from over 70 countries and offices spread around the globe make us a truly international and diverse place to work. With the innovation of startups and the stability of large enterprises at our core, we combine the best of both worlds.
You will be part of an open culture that encourages the sharing of ideas and thrives on mutual trust, respect, and transparency. We love giving and receiving honest feedback that will empower us to continuously improve and grow in the right direction.
Do you share our passion for our disruptive technology and want to be a part of our dynamic growth journey? You will get to own projects, implement innovative solutions, and be recognized for your successes!
We derive our strength from our diversity.NavVis’ unwavering commitment to fostering an inclusive and diverse workplace has laid the foundation for our incredible growth. We thrive on the collective strength of our people who come from diverse backgrounds. We respect and value every experience associated with race, gender identity, sexual orientation, nationality, religion and disability. We do not discriminate on the basis of any of these, or other identities, and strongly encourage everyone to apply.
Together with you, we build NavVis!
If you need assistance at any stage of the recruiting process due to a disability, please reach out to your recruiting partner(s) for this position.
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