Team Lead Customer Success (m/f/d)

Nesto is early in its customer success journey, and there's a lot still to build. You'll take on your own set of customers directly while also shaping how the wider team operates, deciding how we cover accounts ranging from single sites to McDonald's-scale brands with dozens of actively managed franchisees and hundreds more we barely touch yet.

Restaurant and hospitality businesses run on people, but the tools for planning and managing that workforce haven't kept up. Most scheduling software is built for offices, then awkwardly bent to fit shift work. Nesto was built the other way round: for restaurants, from the start.

Today, we plan work for over 100,000 employees, across brands like McDonald's, L'Osteria, and Lagardère, spanning thousands of restaurants, with all the complexity of parent brands, franchisees, and individual sites layered on top. We're growing fast, and our ambition goes well beyond scheduling: we're building the agentic system of action for European restaurant groups, where AI doesn't just surface a recommendation but actually plans the shift, flags the risk, or fixes the gap before a manager has to.

We're still a relatively young company, but we have a few core principles. We try to work honestly with each other: say what we think, take ownership of our mistakes, and assume good intent rather than looking for someone to blame. If that sounds like your kind of place, we'd like to meet you

• Build out the CS function: Nesto is early in defining how it does customer success, and you'll shape how we cover our account base: which accounts get proactive, scheduled attention and which don't, and why, given our account hierarchies span single sites to enterprise brands with dozens of franchisees underneath them.
• Own a book of customers directly: You manage your own set of accounts hands-on, staying close enough to the work to know what's actually happening with customers, not just what's being reported.
• Coach and upskill the team: You bring less experienced CSMs up to speed on how to run proactive outreach, spot churn risk, and handle complex accounts, building their capability as the function grows.
• Operationalize the tools still taking shape: You take initiatives like our customer health diagnostic and offboarding process from early-stage to something the whole customer-facing org relies on.
• Design the engagement model: You define what proactive coverage looks like in practice, calendarized check-ins for some accounts, structured outreach for others, and make sure the team follows it consistently.

• You're equally comfortable running your own accounts and coaching someone else through theirs. 
• You'd rather improve the system than wait for someone to hand you a finished one. 
• You can hold a manager's judgment on prioritization while staying hands-on with customers yourself. 
• You bring structure to ambiguity without over-engineering it.

• 3-5 years of experience in a SaaS customer success role, ideally with exposure to complex or account structures (franchise, enterprise-with-sub-accounts, or similar). 
• Some experience coaching or leading other CSMs, even informally, alongside managing your own accounts. 
• Comfortable owning retention and churn metrics.
• Fluent in German and business-level English, both written and spoken.

• Experience with HubSpot or a comparable CRM for pipeline and customer data. 
• Background in restaurant, hospitality, or a similarly operationally complex industry.
• Experience with an integration-heavy, relatively complex software product.

• Matured how we segment and cover our account base, with a clear, working definition of which accounts are actively managed. 
• Hit our proactive-interaction coverage target for managed accounts and kept churned ARR under threshold, across both your own book and the wider team's. 
• Made the offboarding process fully operational and understood across customer-facing teams. 
• Visibly raised the team's capability, not just your own output.

• Not a ticket-answering support role. 
• Not a pure people-management role with no customers of your own. 
• Not an account-management role with sales responsibilities.