Team Lead (gn) Customer Success

We're RaiseNow, and we're passionate about making charitable giving more cost-efficient, donor-friendly, and successful. Our technology is supporting organisations like Save the Children International, WWF, Amnesty, UNICEF, as well countless clubs and smaller charities. Join us on this mission as our new

Team Lead (gn) Customer Success

In this role you will empower your Customer Success team, consisting of 4 team members. You guide emerging and free accounts, optimize onboarding and adoption journeys, and champion customer needs across Product, Marketing, RevOps and Sales. Your in-depth understanding of digital customer journeys coupled with a solid technical grasp enables you in this position. On top of that, you want to do good with your job.

Please note: You can work from our office in Berlin or completely remotely within Germany. The possible working hours are 32 to 40 hours per week.

1. Lead, mentor, and empower a team of 4 Customer Success Managers. Drive their growth in scalable relationship management, adoption strategies, technical expertise, and campaign optimization and automation.
2. Foster a proactive, customer-centric team culture. This includes 1:1s, performance reviews, and coaching
3. Lead and support CSMs in managing customer portfolios of emerging and free customers. Leverage data-driven insights and scalable engagement tools to assure value realization. Track account health, and identify churn risks and expansion opportunities proactively
4. Drive onboarding and adoption. Optimize structured customer journeys and strengthen self-service resources like tutorials, guides, and webinars
5. Provide technical guidance, support escalations, and deliver best practices in digital fundraising and campaign strategy to ensure strong value realization
6. Track team performance through KPIs, and analyze the team portfolio through data-driven analysis

1. Technical background in the form of a university degree (e.g. business informatics) or relevant work experience. Bootcamps or similar are also welcome
2. Several years Customer Success or Client Services experience in a SaaS, digital fundraising or payment service provider environment, including 2-3 years in a leadership role
3. Knowledge of SaaS, payment technologies, APIs, and integrations; programming skills are advantageous
4. Familiarity with digital fundraising workflows, marketing automation, and customer engagement strategies
5. Strong leadership skills with a focus on coaching, team development and creating a high-performance environment
6. Independent and pragmatic approach combined with an ability to think strategically
7. Experience working with multiple internal and external stakeholders.
8. Strong written and verbal command of English and German (C1)

Nice to have

1. Strong command of French or Dutch

We value diversity and therefore welcome all applications - regardless of gender, nationality, ethnic and social background, religion/belief, disability and age.

1. A future-oriented job in a meaningful environment with an international team
2. Enjoy flexibility around your working time and place: We offer flexible work schedules with annual working time as well as temporary working abroad options all in a remote first setup
3. 5 weeks paid annual leave plus additional PTO days per year with RaiseNow + your birthday as PTO
4. We know that time is precious: We’re part of the pledge 1% initiative, offer sabbatical options and yearly educational leave for everyone
5. Your health is important: our partner Instahelp gives you free access to psychological counselling when you're not feeling well
6. The perks of joining a scaleup: short decision paths, transparent communication and regular team events + one workation per year to meet all colleagues in one spot
7. An innovative working environment with a culture of transparency, trust, and mutual respect
8. Project autonomy and space for personal development from the beginning