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 Europes first TV streaming service. Today were the worlds first certified climate neutral TV streaming provider. Several million users across three countries. Over 230 colleagues of 47 nationalities. Were the grown-up start-up helping to shape a better future since day one. That hasnt changed even if the world has. Were friendly international inclusive and our people say were reliable and transparent too. Its 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.

• 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 teams 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 theyre 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

• 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 youre always on firm ground with real freedom to explore. Youll have the support and opportunity you need to go far while youre helping us create a sustainable and entertainment-filled future for all.

• Reward: strong market competitive salary
• Recharge: 30 days vacation plus public holidays
• Regulate: trust based flexible working hours and the option for remote work worldwide for up to 8 weeks per year

• Were sharing: Free access to the best streaming experience on the market
• Were developing: Your own development budget German classes and Zattoo all-company hack days
• **Were inclusive: **Zattooies are a fun engaged and diverse team made up of 47 nationalities
• Were healthy: Health checks mental wellbeing support team sports and more!
• Were responsible: We are carbon neutral an active employee Green team discounted BVG tickets and free bike rentals
• Were sociable: A calendar of events with fireside chats lunches in-house bar BBQs monthly socials summer party and an annual off-site event

Zattoo enables our users to view indiscriminately and we reflect that in our team too. Regardless of race gender sexual orientation religion national origin age disability or any other characteristic protected by law we encourage everyone to apply and will give everyone equal consideration. We are an equal opportunities employer join us and help build a diverse team dedicated to revolutionising the way you watch TV.

We are committed to ensuring fair open and equitable hiring practices and are happy to answer any questions you may have about us or the role throughout the whole line with the EU Pay Transparency Directive we share the applicable compensation range with you before your first interview.