Teamlead Customer Success (f/m/x)

About the Role

At doinstruct were growing fast and so are our customers. To keep pace were looking for a Team Lead in Customer Success whos both a strategic coach and hands-on operator. Youll lead a team of 46 Customer Success Managers empowering them to retain and grow our B2B SaaS customer base while delivering measurable outcomes that matter.

This is a high-impact high-ownership role. Youll be shaping the CS function at a pivotal time helping transition the team from reactive support to strategic customer enablement.

What Youll Be Doing

• Lead & Coach: Guide a team of CSMs (junior to mid-level) fostering high performance through structured coaching feedback and development planning.

• Drive Customer Outcomes: Ensure strong Net Revenue Retention (NRR) product adoption renewals and expansion pipeline across a 36M ARR book.

• Optimize Processes: Identify design and roll out improved CS motions (e.g. onboarding renewal frameworks success plans).

• Cross-Functional Impact: Collaborate closely with Sales Product and Support to advocate for customer needs and drive scalable growth.

• Build the CS Engine: Develop dashboards playbooks and rituals that help scale CS excellence across regions and segments.

Who You Are

• Experienced Leader: 5 years in Customer Success Account Management or SaaS Consulting with at least 1 year leading or mentoring CS teams.

• SaaS Native: Background in B2B SaaS (Series AC ideal) working with traditional industries or low-tech user bases.

• Strategic & Executional: You think in customer journeys and outcomes and you roll up your sleeves to get things done.

• Coaching-First Mindset: You believe great customer experiences start with great teams. You invest in people and know how to lift performance.

• Metrics-Driven: Youre confident building dashboards and using KPIs to drive change not just track activity.

• Communication Pro: You can confidently navigate internal stakeholders and hold your own in conversations with C-level clients.

What Success Looks Like

• 3 months: fully onboarded within the team structure (1:1 set-up Team meeting etc.) account visibility established trust and rhythm built.

• 6 months: established coaching rituals and set first outcome-specific growth plans

• 12 months: Clear NRR improvement team progression (12 promotions) and peer leadership recognized.

Why Join Us

• Shape the CS Function: Build and scale with a hands-on cross-functional team.

• Startup Energy Thoughtful Culture: Fast-paced but not frantic; quality over quantity in hiring and delivery.

• Mission-Aligned Work: We serve real people in traditional industries your work has immediate tangible impact.

• Ideal Customer Portfolio: Status quo little churn focus on improvement and growth possible

• Transparent Process: Youll be pre-qualified and approached intentionally no high-volume pipeline or rushed interviews.

• Diverse Leadership: Were open to profiles who bring leadership skills (even if unofficial) and are committed to growing into the role.

About doinstruct

doinstruct helps companies in traditional industries upskill their frontline teams through modern mobile-first learning. Our SaaS platform empowers organizations in sectors like logistics manufacturing and field services to deliver intuitive impactful training at scale without needing tech-savvy users or complex IT setups.

We believe learning should be simple scalable and accessible - no matter the device or background of the learner. Were backed by top-tier investors growing rapidly across the DACH region and beyond and building a team of passionate operators who care deeply about delivering real-world value.

At doinstruct you can make full use of your skills and play an active role in the further development of our start-up. And yes we attach great importance to a positive working atmosphere maximum transparency communication at eye level and support every step of your personal and professional development.

Even if you dont tick all of the boxes but you are motivated and want to work with us you are very welcome to apply.

We embrace diversity and hire people based on their ability to perform a job. People of any race gender gender expression sexual orientation religion age disability political opinion or marital status are welcome at doinstruct.

For questions or remarks please reach out to our Talent Acquisition Manager Leonard at