Customer Success - Team Lead (m/w/d)

Ready to make a paws-itive impact in the pet world? Join Lassie, the InsurTech company taking the Swedish, German, and French pet markets by storm! We've just secured a whopping $75 million in Series C funding, and we're on a mission to provide the best pet insurance solutions out there. Our goal? To ensure every furry friend gets the care they deserve, and their owners get peace of mind.

As we set our sights on expanding, we're on the hunt for a Customer Success Team Lead to join us. If you're ready to embark on an adventure with us and help revolutionize pet insurance, we want to hear from you!

This position is placed at our office in Berlin where we apply a hybrid work model with 2-3 days at the office. You will be reporting directly to our Head of Customer Success & Claims.

As Customer Success Team Lead for our German market, you will be the driving force behind a team that delivers world-class service to pet parents across Germany. You'll lead, coach, and develop a team of Customer Success specialists, while continuously improving how we work – from processes and tools to quality. This is a hands-on leadership role for someone who loves people management as much as building scalable operations, and who gets energized by turning data into better customer experiences.

In this role you will:

• Lead, coach, and develop a team of Customer Success specialists in the German market through regular 1:1s, feedback, and career development
• Own day-to-day operations of the team – staffing, scheduling, and ensuring SLAs and quality standards are consistently met
• Make sure the team reaches its goals and KPIs, and translate insights into concrete actions and improvements
• Continuously refine processes, workflows, and tooling to scale our customer experience as we grow
• Collaborate closely with other departments to make sure the voice of the customer is heard and acted upon

• Proven experience leading a customer-facing team, ideally in a fast-paced scale-up, insurance, or fintech environment
• A genuine people leader – you love coaching, developing talent, and building a strong team culture
• Goal-oriented and driven by results – you take ownership of targets and rally your team to reach them
• Comfortable working with CS tools (e.g. Intercom and Fin) and a structured, analytical approach to problem-solving
• Fluent in German, both written and spoken (a non-negotiable)
• Comfortable in English, both written and spoken
• A passion for pets and for delivering an outstanding customer experience is a big plus!
• Nice to have - experience working in a regulated industry like insurance, banking, finance etc.