As Customer Success Lead (DACH), you’ll be responsible for building, operationalizing, and scaling Libra’s Customer Success function for our growing customer base across Germany, Austria, and Switzerland. You’ll lead and coach a team of Customer Success Managers who support both law firms and corporate legal departments, driving adoption, retention, and expansion through a combination of high-touch engagement and scalable success programs. This is a hands-on leadership role for someone who thrives in dynamic environments, enjoys mentoring talent, and knows how to blend customer empathy with data-driven process design.

• Lead, coach, and develop a team of Customer Success Managers focused on driving adoption, satisfaction, and outcomes across a growing DACH customer base.
• Design and optimize scalable engagement models — balancing automation, digital programs, and human touchpoints.
• Partner closely with Sales, Product, Legal Engineering, and Marketing to ensure seamless customer journeys from onboarding to renewal.
• Implement customer success processes, playbooks, and metrics to support consistent execution and predictable outcomes.
• Analyze adoption data, customer health metrics, and feedback to identify risks and opportunities for continuous improvement.
• Collaborate with Product and Operations to refine user education, enablement materials, and in-product engagement strategies.
• Build a culture of learning, collaboration, and operational excellence within the Customer Success team.
• Personally engage with key customers to model consultative partnership and ensure high-value relationships.

• 5–8 years of experience in Customer Success, Account Management, or Consulting within SaaS, AI, or professional services.
• 2–3+ years of experience managing or mentoring CSMs or similar customer-facing teams.
• Strong operational mindset with the ability to design scalable processes, leverage data, and use automation tools effectively.
• Excellent communication and stakeholder management skills — able to build trust with customers and collaborate cross-functionally.
• Strategic yet hands-on approach: equally comfortable in customer meetings and process design sessions.
• Deep interest in AI and its potential to transform knowledge work.
• Native-level German and fluent English.
• Legal background (law degree, law firm, or legal tech experience) is a strong plus, especially if combined with commercial or operational experience.
• Experience working with large law firms, corporate legal teams, or other knowledge-intensive organizations is advantageous.

• A front-row seat in shaping how AI transforms the legal industry.
• Opportunity to build and scale a Customer Success function from the ground up in one of Europe’s most exciting AI startups.
• A collaborative, high-performance culture that rewards initiative and continuous learning.
• The chance to work with world-class customers and directly influence product, process, and business direction.