Team Lead Client Success

YOUR FUTURE, ON DEMAND The ideal blend of stability and flexibility. A genuinely human employer that cares for people and the planet. True autonomy to shape what comes next, for us and you. This is the perfect platform to take your career where you want. Back in 2005, we pioneered Europe’s first TV streaming service. Today, we’re the world’s first certified climate neutral TV streaming provider. Several million users across three countries. Over 230 colleagues of 47 nationalities. We’re the grown-up start-up, helping to shape a better future since day one. That hasn’t changed, even if the world has. We’re friendly, international, inclusive – and our people say we’re reliable and transparent, too. It’s why they trust us and believe in what we do. THE ROLE & THE TEAM As Team Lead Client Success, you take on the functional and people leadership of our Client Success team - currently up to eight Client Success Managers (CSMs) who support our B2B customers on the Zattoo TV platform, with a focus on DACH as well as international accounts. You report to the Director Client Success & Operations. This is a people-first role: you make sure your team has consistent processes, room for individual development, and strong collaboration with adjacent teams. You stay close enough to daily operations to spot issues early, and senior enough to resolve them - through coaching, process improvements, or bringing the right stakeholders together. Commercial ownership and contract management sit with Key Account Management; your focus is people management, process excellence, quality oversight, and internal alignment. WHAT YOU’LL DO Coach and grow a team of up to eight Client Success Managers, helping them unlock their full potential through honest feedback and personal development Shape the team's key rituals and create the environment where your team can thrive and collaborate at its best Drive the evolution of our team processes and make sure they're truly lived day to day Keep an eye on our full client portfolio and safeguard consistently high service quality with a view for the bigger picture Be a trusted sparring partner for your team in challenging client situations, bringing experience and calm while Account Management leads the escalation Represent the CSM team in cross-functional meetings and act as the bridge to teams like Product, Sales, and Finance Champion key Zattoo HR processes (engagement, feedback, calibration) within your team and be an ambassador for our unique culture Step in as a hands-on CSM - taking full operational ownership of a client portfolio - in the event of extended team member absences or critical resource shortages WHAT YOU’LL BRING 5+ years of experience in Customer Success, Account Management, or comparable B2B client-facing roles, including some people management experience, ideally in the SaaS industry A proven ability to coach, develop, and retain a diverse team Experience building, documenting, and evolving scalable team processes - without micromanaging Strong communication skills across all levels: representing your team and translating company strategy Sound judgment under pressure, especially in quickly assessing and steering client escalations Enjoyment of cross-functional collaboration with Product, Engineering, Finance, Sales, and the People team Technical curiosity and willingness to get familiar with the (sometimes technical) aspects of our IPTV/OTT platform Business fluent English (our company language); German at a professional level is a plus for the DACH client context Bonus: experience in OTT/IPTV, TV, or streaming services WHY JOIN US? At Zattoo, you’re always on firm ground with real freedom to explore. You’ll have the support and opportunity you need to go far, while you’re helping us create a sustainable and entertainment-filled future for all. WHAT WE OFFER YOU Reward : strong market competitive salary Recharge : 30 days vacation plus public holidays Regulate : trust based flexible working h…