About the role

Role overview

Customer Success Team Lead (German Speaking) at Filestage.

In this pivotal moment, Filestage is evolving its commercial structure by separating Customer Success (adoption & outcomes) from Account Management (renewals & expansion). As CS Team Lead, you will architect the Customer Success side of this transition—building a world-class “Success” journey, operational standards, and proactive retention systems.

Responsibilities

Act as player-coach: Lead by example with a high-touch DACH portfolio while coaching the CS team.
Define the CS operating system (with RevOps):
- Refine foundations for onboarding, enablement, and health-score management.
Ensure a seamless CS/AM handoff:
- Clear ownership across stages, with no gaps or double-touch efforts.
Standardize value delivery:
- Improve the Value Narrative in QBRs.
- Shorten Time-to-Value during onboarding.
- Enable champions within the largest accounts.
Proactively manage retention & risk:
- Build systems to predict churn.
- Monitor health signals and run structured recovery plans to protect Gross Revenue Retention (GRR).
Cultivate a high-performance team:
- Run weekly cadences such as portfolio reviews, risk assessments, and enablement sessions.
- Coach CSMs toward a proactive, data-driven approach.
Be the voice of the customer:
- Bridge between customers and Product by translating bottlenecks and feedback into actionable roadmap inputs.

Requirements

Fluent German.
Based in Europe / European time zone (role is fully remote).

Nice-to-haves

Experience in CS operations, RevOps collaboration, and building health-score / lifecycle processes.
Background leading Customer Success teams with a player-coach model.
Familiarity with QBRs, onboarding optimization, and churn risk management.

About Filestage

Filestage is a fully remote SaaS company that helps teams streamline file review and approval workflows. Its platform enables teams to share, discuss, and approve documents, designs, images, videos, and audio files in one place, serving enterprises and agencies. The company has raised Series A and supports hundreds of companies and over half a million users.