Customer Success Team Lead, Lassie
2-3 days a week in office
Preventive pet insurance
Posted today
Preventive pet insurance
101-200 employees
Posted today
2-3 days a week in office
101-200 employees
Company mission
To help people care for their dog or cat, both before and after the injury occurs.
Role
Who you are
- Proven experience leading a customer-facing team, ideally in a fast-paced scale-up, insurance, or fintech environment
- A genuine people leader – you love coaching, developing talent, and building a strong team culture
- Goal-oriented and driven by results – you take ownership of targets and rally your team to reach them
- Comfortable working with CS tools (e.g. Intercom and Fin) and a structured, analytical approach to problem-solving
- Fluent in German, both written and spoken (a non-negotiable)
- Comfortable in English, both written and spoken
- A passion for pets and for delivering an outstanding customer experience is a big plus!
- Nice to have - experience working in a regulated industry like insurance, banking, finance etc
What the job involves
- You will be reporting directly to our Head of Customer Success & Claims
- As Customer Success Team Lead for our German market, you will be the driving force behind a team that delivers world-class service to pet parents across Germany.
- You'll lead, coach, and develop a team of Customer Success specialists, while continuously improving how we work – from processes and tools to quality.
- This is a hands-on leadership role for someone who loves people management as much as building scalable operations, and who gets energized by turning data into better customer experiences
- Lead, coach, and develop a team of Customer Success specialists in the German market through regular 1:1s, feedback, and career development
- Own day-to-day operations of the team – staffing, scheduling, and ensuring SLAs and quality standards are consistently met
- Make sure the team reaches its goals and KPIs, and translate insights into concrete actions and improvements
- Continuously refine processes, workflows, and tooling to scale our customer experience as we grow
- Collaborate closely with other departments to make sure the voice of the customer is heard and acted upon
Our take
Lassie is aiming to disrupt the pet insurance space with its preventative, mobile app-based insurance for dogs and cats. The idea is to make insurance easier for pet owners, collecting all their policy information in one accessible place, as well as supplying information for them to help their pets lead healthier lives.
Developed in close collaboration with veterinarians and animal care experts, the app gives users access to courses and tips tailored to the breed of their animal, including information on any conditions and diseases that are more prevalent in that breed. The insurance policies are provided by Dina Försäkring, with Lassie acting as an intermediary in that regard.
The pet insurance space is certainly ripe for innovation, with traditional policies often inadequate and confusing, and this is clear in the fact that Lassie is the highest rated pet insurance on Trustpilot. 2023 Series B funding is being used to develop Lassie’s team and products, such as its in-app sale of health products for pets, and expand beyond its core bases of Germany and Sweden.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Feb 2026
$72.5m
SERIES C
Nov 2023
$26.4m
SERIES B
Total funding: $114.4m
Company benefits
- Opportunity to join a company at the forefront of a booming market at an early scale-up phase
- Flexible, dynamic, and playful company culture, where each person has an important part in a fun-loving and supportive team
- Work with a product and brand that wow customers, and makes the world a better place for our furry friends
- Urban Sports membership
Company HQ
Norrmalm, Stockholm, Stockholms län
Leadership
Hedda Båverud Olsson
(Co-Founder & CEO)Has worked as an Investment Professional at EQT Group and a Management Consultant at McKinsey & Company.
Sophie Wilkinson
(Co-Founder & COO)Spent 13 years working at If Insurance, ultimately as Head of Animal Insurance.
Johan Jönsson
(Co-Founder & CTO)Has a wealth of experience in software development, including at Soundtrap, Svenska Spel, Ecster, Kambi and King.
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