Customer Success Team Lead (m/w/d)

About the company

Lassie is an insurtech business focused on pet insurance across the Swedish, German, and French markets. The company has recently raised $75 million in Series C funding and is continuing to expand its reach with the aim of giving pets the care they need while helping owners feel secure.

Role overview

This opening is for a Customer Success Team Lead for the German market. The role is based in Berlin and follows a hybrid setup with 2 to 3 days per week in the office. The position reports directly to the Head of Customer Success & Claims.

It is a hands-on leadership role for someone who enjoys guiding people, improving customer operations, and using data to strengthen service quality and the overall customer journey.

What you will do

• Manage, mentor, and support a team of Customer Success specialists supporting customers in Germany.
• Hold regular one-to-ones, give actionable feedback, and help team members grow in their careers.
• Oversee daily team operations, including staffing, scheduling, and consistent delivery of SLA and quality targets.
• Track goals and KPIs, then turn findings into practical changes and process improvements.
• Improve workflows, tools, and internal processes so customer service can scale effectively as the company grows.
• Work with colleagues across departments to ensure customer feedback is heard and acted on.

Requirements

• Experience leading a customer-facing team, ideally in a fast-moving scale-up, insurance, or fintech setting.
• Strong people leadership abilities, with a clear interest in coaching, developing talent, and building team culture.
• A target-driven mindset with the ability to take ownership of outcomes and motivate others toward shared goals.
• Confidence using customer support tools such as Intercom and Fin, along with a structured and analytical approach to solving problems.
• Fluency in German, both spoken and written, is mandatory.
• Good command of English, both spoken and written.
• Interest in pets and in creating an excellent customer experience is a strong advantage.
• Previous exposure to a regulated sector such as insurance, banking, or finance is a plus.

Benefits

• Chance to join a company in an early stage of growth.
• Flexible, welcoming, and energetic workplace culture.
• International environment with room for ownership and quick decision-making.
• Opportunity to contribute to a distinctive product with a positive impact.
• Hybrid working arrangement combining office and remote work.
• Deutschland Ticket or Urban Sports Club membership.
• 30 paid vacation days per calendar year.
• Team gatherings and after-work events.
• Dogs are welcome in the office.

Additional information

The employer is committed to equal opportunity and does not discriminate based on ethnic origin, religion, nationality, gender, sexual orientation, age, marital status, or disability.