Lead the team. Own the outcomes. Shape what customer success means at babelforce.

We’re looking for a senior, technically capable leader to head up our Customer Success function. You’ll manage a team of CSMs - both Account Manager and Technical Specialist profiles - and report directly to the CEO. This is not a coordination role. You’ll make real decisions, own commercial outcomes, and be the person your team and customers turn to when things get complex.

babelforce is a Berlin-born orchestration platform for contact centers. We are reshaping how businesses deliver customer service at scale using AI and people in collaboration. We help enterprise teams improve phone experiences through smart automation – reducing wait times, streamlining everyday tasks, and giving support agents more time for real conversations. From scaling support to boosting retention, babelforce empowers organizations to build flexible, future-ready customer service - without compromise.

Tasks

Team Management

Directly manage the CS team: Account Manager and Technical Specialist CSMs
Set direction, priorities, and working methods
Act as final decision-maker on escalations
Coach and develop team members
Define and own incentive structures aligned to net revenue retention

Commercial Ownership

Own CS contribution to NRR (net revenue retention)
Lead renewal and expansion across accounts
Build commercial mindset within the team

Strategic Account Engagement

Act as executive sponsor on key accounts
Engage with VP, C-level, and procurement stakeholders
Step in on complex or high-stakes situations

Technical Leadership

Engage in technical topics: APIs, AI, workflows, CRM/helpdesk integrations
Use AI tools to improve efficiency and outcomes
Translate technical concepts into business value

Operations and Product

Oversee onboarding quality end-to-end
Consolidate product feedback
Improve processes and documentation

Requirements

Experience

5+ years in Customer Success, implementation, or CX/contact centre operations
Experience in B2B SaaS environments
Team management experience (commercial + technical profiles preferred)
Experience with enterprise-scale accounts

Leadership and decision-making

Comfortable acting as senior decision-maker
Strong ownership mindset
Ability to manage stakeholders across functions and levels

Technical capability

Understanding of APIs, data flows, AI tools, and workflow logic
Comfortable engaging with technical documentation

Communication

English (C1+) required
German (C1+) highly valued but not essential
Strong written and verbal communication skills
Experience with senior stakeholders

Character

High ownership and accountability
Organized and calm under pressure
Curious and self-driven
Ambitious and growth-oriented

Benefits

Flexible working (remote or hybrid)
Direct reporting line to CEO
High level of ownership and impact
Flat hierarchy and fast decision-making
Strong culture of technical curiosity
Opportunity to join a fast-growing company at a key stage
Corporate benefit package

We are an exciting high-growth and dynamic tech company where geekiness is encouraged and curiosity rewarded. You will thrive if you’re proactive, adaptable, an excellent communicator, and excited to keep learning and growing every day.
Committed to building a diverse and inclusive team, we welcome talented, compassionate people of all backgrounds and believe inclusivity strengthens our work and product.

Join a fast-growing company where your impact is immediate and opportunities are everywhere.

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