Filestage frees people from chaotic approval processes, making work more joyful and 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, with employees working from home offices, co-working spaces, and coffee shops worldwide. Our mission is to build a smooth, seamless approval process that helps people deliver their best work.

We’ve raised our Series A and have more than 500,000 users across 500+ companies, including AB InBev, LG, Havas, GroupM, and Emirates. If you’re looking for a fast-growing startup in a thriving market, you’ve found it!

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

Your mission: Architecting the future of CS
This is a pivotal time for Filestage. We’re evolving our commercial structure by separating Customer Success (adoption and outcomes) from Account Management (renewals and expansion).

As our CS Team Lead, you will shape the Customer Success side of this transition. While Account Management owns the commercial side, you will define what a world-class “Success” journey looks like. You’ll operate as a player-coach: leading with your own high-touch DACH portfolio while establishing the operational standards the rest of the team will follow.

– You define the CS operating system: In partnership with RevOps, you’ll refine the foundation for onboarding, enablement, and health-score management. You’ll make sure the CS/AM “handoff” is seamless—no gaps, no duplicated efforts, and clear ownership at every stage.
– You standardize value delivery: You’ll turn day-to-day execution into team-wide standards, improving the “Value Narrative” in QBRs, reducing Time-to-Value during onboarding, and enabling champions across our largest accounts.
– You proactively manage retention and risk: You won’t just respond to churn—you’ll build systems to anticipate it. You’ll track health signals and run structured recovery plans to protect Gross Revenue Retention (GRR) before it’s threatened.
– You build a high-performance team: You’ll lead weekly routines such as portfolio reviews, risk assessments, and enablement sessions. Your goal is to coach CSMs to take a proactive, data-driven approach, freeing up time for the conversations that create real impact.
– You serve as the voice of the customer: You’ll act as a strategic link to the Product team, translating customer obstacles and feedback into actionable insights that influence the product roadmap.

Life at Filestage
We believe people work better when they can choose their own schedule. That’s why we offer fully remote roles designed to give you a great balance between work and life.

Benefits include:
– Work from wherever you’re happiest with a flexible schedule. We’ve been fully remote from the start, so you can connect with people worldwide and broaden your horizons.
– Meet in person at least once a year during our team retreat.
– Enjoy a strong team culture: curious, thoughtful, clear communicators, goal owners, problem solvers, and team players.
– Join a happy team—rated five stars on Glassdoor.
– Create a workspace tailored to you: a €1,500 budget for equipment plus €500 for your home office setup (including a computer, webcam, or standing desk).
– Take 38 days of vacation, plus a half day off on your birthday.
– Volunteer/Charity Day to support a cause close to your heart.
– Continue to grow: after six months, you’ll receive a personal development budget.
– Make your voice heard—no micromanagement.
– Say goodbye to pointless meetings: flat hierarchies, fast iteration, and no unnecessary meetings.

Job requirements
What you’ll bring to the role:
– Proven Customer Success experience (3–5 years), including ownership of GRR, running QBRs, and building a high-value book of business. You’ve exceeded retention targets and know what it takes.
– Readiness to step into leadership: you understand how to manage a CS team through hands-on experience, remote experience, and ideally experience during growth or transition. You’re ready to support others, bring clarity during uncertainty, and set standards people want to follow.
– Business-partner mindset: you understand revenue strategy, GRR vs NRR, and how CS impacts commercial results. You can translate product outcomes and user adoption into measurable KPIs.
– Proactive problem-solving: you’re analytical, process-oriented, and forward-thinking. You monitor health signals, build structured recovery plans, and prevent escalations rather than waiting for them.
– Ability to build scalable systems: you’ve developed or improved CS playbooks (risk management, churn prevention, AM/CS handover, account monitoring) and understand how to create repeatable, scalable operating models.
– Strong teamwork and high emotional intelligence: you combine empathy with clear leadership, and you’re fair, honest, collaborative, and understand that business success depends on the success of the people around you.
– Fluency in German and English: professional proficiency in both is required; Spanish or French is a plus.
– Built for remote work: you’ve worked remotely for 2+ years and managed a team remotely for at least a year. You’re self-motivated, comfortable with asynchronous work, and able to work independently in an international environment.