Team Lead, Customer Success

DeepL, Europe's leading AI company since 2017, is dedicated to breaking down language barriers and bringing cultures closer together. Our expertise in AI and neural networks has enabled us to create cutting-edge communication technologies for businesses, including the acclaimed DeepL Translator which offers 30 languages, and DeepL Write, our AI writing companion. Our core offering includes a suite of products and tools made for businesses to communicate more effectively, both internally and with their customers around the globe.

We are backed by world-class investors including Benchmark, Bessemer Venture Partners, IVP, Atomico, btov, and WiL. Headquartered in Cologne, Germany, we're using this new funding and momentum to expand both our technology and our international presence with our official launch into the US market.

Our goal is to become the global leader in Language AI and build products that help drive better communication, drive connection, and make real-life impact. To do that, we need talented people, like you, who want to be a part of this exciting journey. If you're ready to work with a dynamic team and build your career in the fast-moving AI space, DeepL is your destination.

What sets us apart

We are committed to innovation and to a nurturing work environment. Founded by developers and researchers, we spend a lot of time actively reviewing the latest trends in generative AI and software engineering. Known for pioneering AI technologies, we dive deep into cutting-edge research to create not only translations, but advanced language solutions. Combining our use of modern technology, comprehensive employee benefits with our open and welcoming work culture is what sets us apart.

When we tell people about DeepL as an employer, the reactions are overwhelmingly positive. Maybe it's because of the products that have helped countless people worldwide, or maybe it's because of our shared goal of improving communication for individuals and businesses worldwide. What we're certain of is this: being part of DeepL means joining a team committed to innovation and the well-being of its employees. Discover what our people say about life inside DeepL by checking out our social media channels: LinkedIn, Instagram, Blog.

Meet the team behind this journey

Our Customer Success Management Team Lead is instrumental in coaching, leading and managing our growing team of Customer Success Managers for our high touch/ enterprise and scale/ mid-market segment in North America. This is a unique and exciting role to help scale a team through rapid growth. This person will be a high-energy strategic, coach-focused leader responsible for the growth and development of their team. The TL will create, develop, and support a collaborative and results-driven team culture and environment that allows individuals to thrive and customers to realize the value of DeepL. The TL will build strong relationships within the Customer Success organization and cross-functionally - interfacing regularly with Sales, Marketing, Product and Engineering, Support, and Finance - to ensure customers' success.

Your responsibilities

• Manage a team of currently two CSMs (four by EOY) responsible for the customer life cycle from initial onboarding, to product adoption and engagement, to renewals

• Drive the professional growth and development of team members

• Participate in the screening and hiring process of new talent

• Set the culture, pace, and expectations for your team while aligning with the broader organizational strategy

• Create relationships and collaborate cross-functionally to ensure product adoption and customer success

• Serve as a thought leader, customer advocate, and partner to your employees and customers

• Help refine and standardize processes across the organization to craft the strategy and playbooks to improve customer outcomes, as well as the operational efficiency of the team

• Work closely with DeepL leadership across multiple functions (e.g. product, sales, and operations) to improve our product and service

• As local CSM TL on the ground in the US, lead and contribute to shaping our customer success management strategy together with the Customer Success Leadership

Qualities we look for

• Relevant years of management experience with a team of at least 5 team members

• Operational experience in the enterprise segment as a CSM or AM

• Proven track record of leading and building teams of individuals that consistently meet and exceed established goals

• Strong empathy for customers and passion for revenue and growth

• Able to attract and retain talent, committed to growing and developing internal talent

• Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects). Outstanding listening skills are an absolute must

• Strong project management and business process development skills

• Strategic thinker with a knack for using the appropriate combination of data and judgement to guide decision making

• Enthusiastic and creative leader who is hungry to grow and learn and inspires a similar mindset in others

• Experience working with Salesforce preferred

• Ability to come in office 2-3x per week as we build a strong hybrid culture

What we offer

- Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network.

- Competitive salary, high-growth scale-up: we offer a competitive salary, stock options, and the experience of a fast-growing scale-up. We've doubled in size year-over-year, so come and be part of our US story, where your contributions not only add up–they multiply.

- Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy makes us better together.

- Hybrid work, flexible hours: we offer a hybrid work schedule, working several days in the office each week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team's general locations and time zones to foster effective and seamless collaboration.

- Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together–literally.

- Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity.

- Comprehensive health insurance: your health comes first. With our comprehensive insurance, we'll make sure you're covered from head to toe.

- 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally.

If this role and our mission resonate with you, but you're hesitant because you don't check all the boxes, don't let that hold you back. At DeepL, it's all about the value you bring and the growth we can foster together. Go ahead, apply—let's discover your potential together. We can't wait to meet you!

We are an equal opportunity employer

You are welcome at DeepL for who you are—we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It’s in our diversity that we will find the power to break down language barriers in the world.