Customer Success Lead

About BringLiesel

BringLiesel is the platform for individual resident care in stationary nursing homes. Over 1,200 everyday products are ordered online, packaged individually per resident, and billed in a revision-proof manner. Our processes are deeply integrated into the daily life of care and support. Over 2,300 facilities and more than 80,000 care recipients already trust us. Our claim: Self-determination for residents. Relief for nursing staff and administration. Efficiency for the provider.

Your Role

We are in a growth phase – and this role is its engine in the existing customer base: You will take responsibility for the entire BringLiesel Customer Success process, from the successful onboarding of new facilities to their sustainable expansion. You need both – a strong hands-on and doer mentality for day-to-day operations and the strategic foresight to redefine the role and position BringLiesel for the future. You will support your team operationally, lead them strategically, and implement the right initiatives. In doing so, you will lead three Account Managers who onboard and support the facilities.

Your Tasks

• From Onboarding to Expansion: Responsibility for the entire lifecycle of the facilities – from connection, establishment in daily nursing care, to continuous expansion.
• Growth in Existing Customer Base: You will strengthen penetration in facilities (more residents per facility), expand shopping carts, and firmly establish BringLiesel in the daily routine of the facility.
• Leadership & Development: Professional and personal leadership of three Account Managers who onboard and support the facilities.
• Collaboration with Marketing: Close, shaping collaboration with Marketing and Digital Customer Experience as a central growth lever.
• Strategic Further Development: You will redefine the role, implement the right initiatives and processes, and make the department future-proof.
• Management through KPIs: You will make penetration, shopping cart value, and customer loyalty measurable and ensure that the KPIs have an impact.

Your Profile

• Several years of experience in Customer Success, Account Management, or Existing Customer Management, ideally with leadership responsibility.
• You think and act strategically AND operationally – with a clear hands-on and doer mentality.
• Demonstrable successes in expanding existing customers (penetration, upsell, shopping cart value) – preferably data-driven.
• Experience in close collaboration with marketing.
• Leadership competence: You develop a small team and lead by example.
• Strong communication skills and empathy – especially important in the sensitive care environment.
• Very good German language skills, both spoken and written.

What We Offer

• The chance to redefine Customer Success at BringLiesel and position it for the future – a role that you will shape from the outset.
• Leadership responsibility for a three-person Account Management team.
• Significant creative freedom during a growth phase: BringLiesel is growing, and this role grows with it.
• Meaningful work: You contribute directly to enabling care recipients to shop independently.
• Location either Lübeck or Hamburg – with short commutes and direct contact with all teams.

Contact

Interested? We look forward to receiving your application addressed to the Chief Commercial Officer.

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