Customer Success Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Manage named customer coverage through a small Customer Success Management (CSM) team, enhancing stalled adoption, ensuring renewals, and stabilizing at-risk relationships.

• Oversee the digital long tail through triggered outreach, one-to-many initiatives, self-service enablement, a shared expansion queue, and transitions to Support.

• Handle onboarding for all eligible new mid-tier customers, maintaining booking mechanics, volume, and completion rates.

• Make decisions regarding capacity allocation across named coverage, digital programs, and onboarding processes.

• Design lifecycle campaigns, office hours, webinars, in-product prompts, and self-service pathways for customers without dedicated owners.

• Assess where human interactions provide value compared to where programs suffice, making adjustments based on evidence.

• Partner with Marketing, Product, and Sales teams on cross-functional customer success initiatives.

• Weekly monitor renewal loads, expansion indicators, and onboarding volumes, taking necessary actions.

• Translate usage and health signals into thresholds for human interactions, programs, or noise reduction.

• Develop reports on portfolio health, retention risks, and anticipated revenue fluctuations.

• Relay customer insights to Product, Marketing, and Sales teams.

• Implement AI for health scoring, risk alerting, outreach personalization, and call preparation.

• Initiate AI projects that enhance the economics of the operating model, collaborating with the internal AI operations team.

• Mentor a small team focusing on individual accountability, program-driven tasks, and high-volume onboarding.

• Cultivate skills in renewal, expansion, onboarding, and early risk dialogues.

• Establish outcome-based expectations centered on adoption, renewals, and expansion.

• Recruit and develop the team as it expands.

⛳️ Requirements

• Proven experience managing Customer Success at scale — including named coverage, pooled/tech-touch, or a combination thereof.

• Experience in designing and implementing an alternative Customer Success coverage model if only one type has been previously utilized.

• A successful history of managing and fostering talent across genuinely diverse working methods within a single team.

• Authentic exposure to digital or programmatic Customer Success in the B2B SaaS sector, encompassing lifecycle campaigns, automated outreach, and one-to-many enablement.

• A commercial background or close alignment: sales, RevOps, or a Customer Success role with retention and expansion responsibilities.

• Strong data literacy with the ability to convert usage and health data into informed coverage decisions.

• Practical fluency in AI; experience integrating AI tools into Customer Success or RevOps workflows and ensuring their effectiveness.

• Comfort with a nascent operating model, including validation and adjustments.

• Experience in product-led or high-velocity SaaS environments catering to a substantial number of smaller customers.

• Familiarity with Salesforce, Intercom, round-robin scheduling, or sales engagement platforms.

• Background in RevOps, Sales Ops, or CS Ops, combined with people management experience.

🏝️ Benefits

• An opportunity to collaborate with a highly knowledgeable, high-achieving, and enjoyable team.

• An international, diverse, dynamic, and dedicated work environment.

• The flexibility to work remotely with a customizable work schedule.

• Access to mental health support through Auntie.