Customer Success Lead (f/m/d)

Your Impact

aleno is growing, and we want our existing customers to be part of that growth and reap the benefits. At aleno, we’re establishing Customer Success as a standalone division—with a clear goal: to systematically embed customer loyalty, added value, and growth from our existing customer base. That will be your mission. Not just managing, but structuring, building, and making it effective.
Together with the management team and the relevant departments, you’ll develop what Customer Success at aleno should look like—and drive the implementation yourself. With a clear mission: to strengthen customer loyalty, secure added value, and realize growth from our existing customer base.

Your first few months
You won’t start with a ready-made team or established processes—you’ll build them. In the initial phase, your focus will be entirely on building the foundation: Together with management, you’ll define the target vision, create structures, build the database, and establish KPIs—so that customer status and development can be measured reliably and accurately. You’ll get to know the product and our customers—and manage your first key accounts as the direct point of contact.
In the second phase, the focus shifts to concrete implementation. Building on this foundation, you’ll actively drive customer retention, upselling, and cross-selling, as well as proactive work with existing customers—with the goal of delivering measurable results.

Your Responsibilities

You will lead Customer Success at aleno—taking responsibility for its development, direction, and results. You will define the vision, lay the groundwork, and ensure that Customer Success is firmly established as an effective, measurable function within the company. At the same time, you will be deeply involved in day-to-day operations—not as a supervisor, but because you want to drive initiatives, make decisions, and take ownership of results.

As the Lead, you are responsible for:

• Building Customer Success as an independent department – vision, structure, processes, responsibilities
• Establishing key metrics and success measurement – adoption, retention, churn, expansion
• Close collaboration with Customer Operations, Sales, Product, and Marketing
• Strategic support for selected key accounts
• Revenue responsibility in the existing customer segment – you will be directly evaluated based on revenue generated from existing customers

Operationally, you’ll take the lead:

• Proactive work with existing customers – early risk identification, targeted measures for churn prevention
• Systematic management of product usage based on data and feedback
• Identifying and realizing cross-selling and upselling opportunities
• Developing initial playbooks and documenting best practices

Your Approach: Data & AI First

You make decisions based on data—not gut feelings. You know how to collect, clean, and interpret customer data, and translate it into concrete actions. And you use AI not just occasionally, but every day—for analysis, automation, process optimization, and data-driven recommendations for senior management. You bring this approach to the table—and continue to develop it with us.

Your Profile

• Native German speaker (Niveau C2) with excellent English skills
• Several years of experience in Customer Success Management, ideally in a SaaS environment
• Proven experience in establishing CS structures—processes, KPIs, health metrics, playbooks
• Experience with revenue responsibility in the existing customer segment—cross-selling and upselling
• Experience with data-driven CS setups – dashboards, automated reports, health scores
• Proficiency with CRM systems, particularly HubSpot or similar
• Data & AI as a core working method – from analysis to action
• Entrepreneurial mindset: You lead, you build, you deliver – without needing someone to tell you what comes next
• Nice to have
• Experience in the restaurant or hospitality industry
• Experience in scale-ups or high-growth environments

What we offer

• Full ownership of building a new, strategically important division
• Direct collaboration with senior management and short decision-making paths
• An environment that not only tolerates but expects new approaches

Why You’ll Love Working at aleno

At aleno, it’s about more than just the job. We want you to feel comfortable, have opportunities to grow, and find a balance between your work and your personal life. That’s why we offer:

Flexible working conditions
Work in a way that fits your lifestyle—with the option to work from home, travel opportunities within the DACH region, and modern tools for remote collaboration.

Inspiring work locations
Use our central office in Berlin or Zurich—or find your flow while working from home.

Shared experiences
From local team events to international company gatherings—we value genuine exchange, inspiration, and shared experiences.

Attractive benefits
Take advantage of our corporate benefits program, company pension plan, exclusive aleno employee offers, and a monthly allowance of €50, which gives you extra flexibility.

Rest & Balance
Enjoy 29 days of vacation plus additional special leave days (e.g., birthday, wedding)—because we know that good ideas need breaks, too.

Fair & Future-Oriented
You can expect a fixed salary with a bonus model, as well as a compensation package including equity options—clear, transparent, and with your future in mind.

Role Details

Location: Berlin
Start date: Immediately
Full-time, flexible hours

Our Hiring Process

Does this sound like you? Then we look forward to receiving your application!

Apply directly on our careers page using the application form.

Our application process consists of four rounds of interviews: 

1. an initial 30-minute introductory meeting
2. a case study
3. a discussion with our Customer Success Team
4. meet in person at our Berlin office

We aim to complete the entire process within two weeks and will get back to you as soon as possible.