Lead Customer Success Manager

About babelforce

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.

The Role

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.

Responsibilities

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