Filestage eliminates chaotic approval processes, making work more enjoyable and productive. From large enterprises to independent agencies, our review and approval platform helps teams share, discuss, and approve all kinds of files in one place—documents, designs, images, videos, and audio.

We’re a fully remote company, with employees working from home offices, co-working spaces, and coffee shops worldwide. Our mission is to create a smooth, seamless approval process that helps people deliver their best work.

We’ve raised our Series A and now 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. 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 our CS Team Lead, you’ll lead the Customer Success side of this transition. While Account Management owns the commercial side, you will define what a best-in-class “Success” journey looks like. You’ll be a player-coach—leading your own high-touch DACH portfolio while also setting the operational standards the rest of the team will follow.

– **Define the CS operating system:** Working with RevOps, you’ll refine the foundation for onboarding, enablement, and health-score management. You’ll ensure a seamless CS/AM handoff—no gaps, no duplicated work, and clear ownership at every stage.
– **Standardize value delivery:** You’ll turn day-to-day execution into team-wide standards, improve the “Value Narrative” in QBRs, reduce Time-to-Value during onboarding, and enable champions across our largest accounts.
– **Manage retention and risk proactively:** You won’t just react to churn—you’ll build systems to anticipate it. You’ll monitor health indicators and run structured recovery plans to protect Gross Revenue Retention (GRR) before it’s impacted.
– **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.
– **Be the voice of the customer:** You’ll act as a strategic bridge to the Product team, turning customer challenges and feedback into actionable insights that influence the product roadmap.

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

Benefits include:
– Work from wherever you’re happiest with a flexible schedule. We’ve been fully remote from the beginning, so you can collaborate worldwide and expand 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.
– Set up your workspace with a €1,500 equipment budget 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.
– Participate in a Volunteer/Charity Day to support a cause you care about.
– Keep growing: after six months, you’ll receive a personal development budget.
– Have your voice heard—no micromanagement.
– Skip pointless meetings: flat hierarchies, fast iteration, and no unnecessary meetings.

**Job requirements**
What you bring to the role:
– Proven Customer Success experience (3–5 years), including owning GRR, running QBRs, and building a high-value customer portfolio. You’ve exceeded retention targets and understand what it takes.
– Leadership readiness: you know how to manage a CS team through hands-on experience, remote work, and ideally experience during growth or transitions. You’re able to support others, bring clarity during uncertainty, and set standards people want to follow.
– A business-partner mindset: you understand revenue strategy, GRR vs NRR, and how CS drives commercial performance. You can translate product results and user adoption into measurable KPIs.
– Proactive problem-solving: you’re analytical, process-driven, and forward-thinking. You track health signals, build structured recovery plans, and prevent escalations instead of waiting for them.
– Ability to build scalable systems: you’ve built 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 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.