HELLO THERE PEOPLE AT HUMANOO ARE HAPPY TO GREET YOU With a team of more than 80 people from over 25 different nationalities, Humanoo is building a one-of-a-kind holistic platform that aims to make people healthier. We are ambitious, and goal-oriented, and are creating a positive atmosphere in which we enjoy working. Position: Team Lead — Customer Success Custom Solutions (f/m/d) Location: Berlin, Germany Start date: 01.11.2024 Your Mission in a nutshell: As the Team Lead for Customer Success - Custom Solutions, your mission is to lead and inspire a dynamic team of Customer Success Managers (CSMs) to ensure our insurance clients receive exceptional service. Your focus will be on maximising client satisfaction, managing key accounts, supporting in Custom Solutions' success within the Insurance clients, minimising churn, and driving the adoption of Humanoo's platform within key accounts. You'll collaborate closely with internal teams and align your team’s goals with the broader objectives of our growing company. The Team: You'll be joining a passionate group of individuals dedicated to making a positive impact on our clients’ lives via our Insurance clients. We value unique personalities and encourage you to apply, even if you don’t match all the requirements 100%. HOW YOU WILL SPEND YOUR TIME: Leading and Developing Your Team: Manage a team of CSMs providing guidance, support, and professional development to ensure they excel in their roles Ensuring Client Success: Oversee the management of our insurance clients, ensuring they receive consistent value, effective onboarding, and ongoing support Driving Strategy: Work closely with the CRO to align team goals with company objectives, optimise processes, and contribute to overall customer retention strategies Cross-Departmental Collaboration: Collaborate with Sales and Product teams to ensure smooth client handoffs, provide customer insights, and support the continuous improvement of our platform Managing Escalations: Act as the go-to person for complex client issues, coordinating with internal teams to drive effective resolution WHAT YOU SHOULD BRING TO THE TABLE: Leadership Experience: Previous experience managing a team or mentoring junior team members, with a focus on performance and development Customer Relationship Expertise: Strong skills in managing complex client accounts, with a proven track record of driving client satisfaction and retention Analytical Mindset: Ability to leverage customer data to inform decision-making and strategic planning High Proficiency in German: Due to the nature of the role, strong German language skills are essential as you'll be communicating with DACH insurance clients who primarily speak German Strong Communication Skills: Excellent at communicating across teams and with clients, ensuring clarity and alignment on priorities and objectives Problem-Solving Ability: Proven ability to address and resolve complex client challenges effectively Commercial skills: Proven ability to identify and drive upsell and cross-sell opportunities, collaborating with sales and account management teams to maximize revenue potential INTERVIEW PROCESS Upon the receipt of your application, our Talent Acquisition team will thoroughly evaluate your submission. Initial call with the Recruiter (up to 45 mins) Interview the Hiring Manager - CRO (up to 60 mins) Panel interview with the Case Study presentation (up to 90 mins) After the completion of these interview stages, our hiring team will convene for a debrief session to discuss your application. Following this debrief, our People Partner will reach out to you to provide feedback and communicate the final decision regarding your candidacy. WHAT IS OUT THERE FOR YOU? What we stand for: Integrity: Acting in the best interest of the Company, Customers, and Employees. Making tough decisions with honesty, transparency, and accountability. Our word is our bond, and we prioritise data-informed decisions. Leadership: Owning domains, big or small, with a commitment to excellence. Empowering others, leading with empathy, and communicating clearly. Never stop the learning process and keep on improving as individuals and as a team. Together: Valuing contributions, appreciating strengths and weaknesses. No room for discrimination - raising our voices against it. Success is shared, and failure is a chance to learn. ONE TEAM, prioritising each other, giving and receiving feedback with care. A sneak peek into your Benefits: Additional health insurance coverage for 900 EUR per year, a monthly subsidy of 70 EUR to cover the daily expenses, permanent contract, 28 days off 1 more day off for every year you stay with us (capped by 3), 24th and 31st December free and many more… About us HUMANOO is an automated DIGITAL CORPORATE WELLNESS SOLUTION for corporations and insurance worldwide that helps people lead healthier lives. HUMANOO has offices in Berlin and Paris and helps users improve physical and mental health by offering customised, on-demand programmes for fitness, yoga, mindfulness, sleep, and nutrition. HUMANOO's pioneering vision allows users to be rewarded for health activity through monetary and non-monetary rewards, leading to sustained engagement and study-based health improvement. More than 1500 companies in over 10 countries are already successfully using Humanoo to make their employees and clients healthier and more productive. TK, Coca-Cola, Axel Springer, Korian, Nürnberger Versicherung, and CSS are only some companies using HUMANOO. For more information: https://www.humanoo.com/