Haiilo is seeking a Customer Success Lead to build and develop the Customer Success team with a clear focus on customer outcomes, team performance, and consistent execution. The team and foundations are in place — now it takes strong leadership, clear structure, and the drive to unlock the team's full potential. This is a hybrid role with two office days per week in Hamburg, Germany, and it requires fluent German skills. Responsibilities: Lead and develop a team of Customer Success Managers, driving capability across success planning, value-based engagement, renewal readiness, and stakeholder management. Own CS execution standards: health scoring, QBR/EBR frameworks, success planning, and early risk identification. Ensure collaboration with Account Management and Customer Operations across the customer lifecycle. Act as a key partner to Product, Customer Operations, and Sales on feedback loops, expansion readiness, and scalability. Translate strategic direction into consistent team behaviour and day-to-day execution, in close partnership with the VP AM & CS. Requirements: Experience leading or mentoring Customer Success teams in B2B SaaS; proven track record of improving retention, reducing churn, and driving structured CS execution; strong coaching and people leadership skills; hands-on, pragmatic operator; data-aware with health signals and performance metrics; nice to have: experience with pooled/scaled CS models or multi-product environments.

Haiilo is seeking a Customer Success Lead to build and develop the Customer Success team with a clear focus on customer outcomes, team performance, and consistent execution. The team and foundations are in place — now it takes strong leadership, clear structure, and the drive to unlock the team's full potential. This is a hybrid role with two office days per week in Hamburg, Germany, and it requires fluent German skills. Responsibilities: Lead and develop a team of Customer Success Managers, driving capability across success planning, value-based engagement, renewal readiness, and stakeholder management. Own CS execution standards: health scoring, QBR/EBR frameworks, success planning, and early risk identification. Ensure collaboration with Account Management and Customer Operations across the customer lifecycle. Act as a key partner to Product, Customer Operations, and Sales on feedback loops, expansion readiness, and scalability. Translate strategic direction into consistent team behaviour and day-to-day execution, in close partnership with the VP AM & CS. Requirements: Experience leading or mentoring Customer Success teams in B2B SaaS; proven track record of improving retention, reducing churn, and driving structured CS execution; strong coaching and people leadership skills; hands-on, pragmatic operator; data-aware with health signals and performance metrics; nice to have: experience with pooled/scaled CS models or multi-product environments.