Team Lead Client Success

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 in both English (our company language) and German (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 hours and the option for remote work worldwide for up to 8 weeks per year

Plus:

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