Customer Success Lead

About BringLiesel

BringLiesel is the platform for individual resident care in stationary nursing care. Over 1,200 everyday products are ordered online, individually packaged per resident, and billed in a revision-proof manner. Our processes are deeply integrated into the daily routine 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 care 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 BringLiesel's entire customer success process, from the successful onboarding of new facilities to their sustainable expansion. For this, you need both – a strong hands-on and maker mentality for operational day-to-day business 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 onboarding and establishment in daily care routines to continuous expansion.
• Growth in the Existing Customer Base: You will strengthen penetration within facilities (more residents per facility), expand shopping carts, and firmly establish BringLiesel in the daily life 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.
• Steering through KPIs: You will make penetration, shopping cart size, and customer loyalty measurable and ensure that the KPIs are effective.

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 maker mentality.
• Demonstrable successes in expanding existing customers (penetration, upsell, shopping cart) – preferably data-driven.
• Experience in close collaboration with Marketing.
• Leadership skills: You develop a small team and lead by example.
• Strong communication and empathy – especially important in the sensitive care environment.
• Very good German language skills, both written and spoken.

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.
• Ample scope for action in a growth phase: BringLiesel is growing, and this role grows with it.
• Meaningful work: You will directly contribute to enabling care recipients to shop independently.
• Location of your choice: Lübeck or Hamburg – with short distances and direct contact to all teams.

Contact

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

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