Filestage frees people from chaotic approval processes and makes their work both more enjoyable and more productive. From large enterprises to independent agencies, our review and approval platform helps teams share, discuss, and approve all their files in one place—documents, designs, images, videos, and audio.

We’re a fully remote team: our employees work from home, coworking spaces, and cafés around the world. Our mission is to create a smooth, seamless approval process that helps people deliver their best work.

We’ve completed our Series A and serve 500,000+ users across 500+ companies, including AB InBev, LG, Havas, GroupM, and Emirates. If you’re looking for a rapidly growing startup in a thriving market, this is the place for you!

⭐ This position is fully remote. We can only consider candidates who speak fluent German and are based in a European time zone.

**Your Mission: Shape the Future of CS**
This is a pivotal moment for Filestage. We’re evolving our commercial structure by separating Customer Success (adoption and outcomes) from Account Management (renewals and expansion).

As CS Team Lead, you’ll help shape the Customer Success side of this transition. While Account Management owns the commercial portion, you define what an exceptional “success journey” looks like. You’ll act as a player-coach: leading with your own highly covered DACH portfolio while establishing the operational standards the rest of the team will follow.

– **You define the CS operating system:** In collaboration with RevOps, you refine the foundation for onboarding, enablement, and health-score management. You ensure a seamless handoff between CS and AM—no gaps, no duplicate work, and clear ownership at every stage.
– **You standardize value delivery:** You turn day-to-day execution into team-wide standards, strengthen the “value narrative” in QBRs, reduce time-to-value during onboarding, and empower champions in our largest accounts.
– **You proactively manage retention and risk:** You don’t just react to churn—you build systems to anticipate it. You monitor health signals and run structured recovery plans to protect Gross Revenue Retention (GRR) before it’s at risk.
– **You develop a high-performance team:** You lead weekly routines such as portfolio reviews, risk assessments, and enablement sessions. Your goal is to coach CSMs into a proactive, data-driven approach—freeing up time for conversations that truly make a difference.
– **You are the voice of the customer:** You serve as a strategic bridge to the Product team, translating customer blockers and feedback into actionable insights that influence the product roadmap.

**Life at Filestage**
We believe people do better work when they can choose their own schedule. That’s why we offer fully remote roles that help you balance work and life.

Benefits include:
– **Work from anywhere with a flexible schedule**—we’ve been fully remote from day one, so you can build relationships worldwide and broaden your horizons.
– **In-person time at least once per year** as part of our team retreat.
– **Strong team culture:** curious, reflective, clear communicators, owners, problem-solvers, and team players.
– **Meet a happy team**—five stars on Glassdoor.
– **Set up your workspace your way:** €1,500 budget for equipment plus €500 for your home-office setup (including computer, webcam, or standing desk).
– **38 days of vacation**, plus half a day off on your birthday.
– **Volunteer/charity day** to support something close to your heart.
– **Keep growing:** after six months, you’ll receive a personal budget for your development.
– **Your voice matters—no micromanagement.**
– **Say goodbye to meetings without purpose:** flat hierarchies, fast iteration, and no unnecessary meetings.

**Role Requirements**
**What you bring:**
– Proven experience in Customer Success (3–5 years), including ownership of GRR, running QBRs, and building a valuable business book. You’ve exceeded retention targets and know what it takes.
– **Willingness to lead:** You understand how to guide a CS team through hands-on experience, remote experience, and ideally experience during growth or transitions. You’re ready to support others, bring clarity in uncertainty, and set standards people will want to follow.
– **Business-partner mindset:** You understand revenue strategy, GRR vs. NRR, and how CS contributes to commercial outcomes. You can translate product outcomes and user adoption into measurable KPIs.
– **Proactive problem-solving:** You’re analytical, process-oriented, and future-focused. You monitor health signals, build structured recovery plans, and prevent escalations instead of waiting for problems to happen.
– **Ability to build scalable systems:** You’ve developed or improved CS playbooks (risk management, churn prevention, AM/CS handoff, account monitoring) and know how to create repeatable, scalable operating models.
– **Strong teamwork and high emotional intelligence:** You combine empathy with clear leadership and are fair, honest, and collaborative. You understand that business success depends on the success of the people around you.
– **Fluent German and English:** Professional proficiency in both is required; Spanish or French is a plus.
– **Built for remote work:** You’ve worked remotely for at least 2+ years and led at least one year of a team remotely. You’re intrinsically motivated, enjoy working asynchronously, and can work independently in an international environment.