Customer Success Manager – B2B SaaS

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

📋 Description

• Oversee enterprise and mid-market clients through every phase of the customer lifecycle

• Spearhead implementations from initiation to go-live

• Develop project plans and liaise with IT, business stakeholders, and executive sponsors

• Manage scope and timelines in relation to customer audits or assessments

• Configure Sunhat for the utilization of evidence across various frameworks, including EcoVadis, CDP, and ISO audits

• Provide guidance to customers on enhancing current processes

• Promote adoption among administrators as well as EHS, Quality, and Compliance teams

• Track customer health through data analysis and conversations, addressing support needs proactively

• Take ownership of retention for your portfolio and identify risks ahead of contract renewal

• Spot expansion prospects across departments, locations, or frameworks, conduct discovery, and transition them to Key Account Management

• Aggregate customer feedback and regulatory requirements and communicate them to the Product team in an organized manner

⛳️ Requirements

• Successfully led independent implementations of B2B software for clients

• Several years of experience in Customer Success or Account Management at a B2B software provider

• Responsible for retention and expansion opportunities

• Engage confidently with management, emphasizing business value over features

• Manage a portfolio using well-defined KPIs

• Practical understanding of ESG, sustainability, or compliance, such as EcoVadis, CSRD/ESRS, CDP, or ISO management systems, or experience working with relevant teams

• Genuine curiosity about sustainability, ESG, and compliance issues

• Proficiency in German and English at C2 level

• French language skills are a plus

🏝️ Benefits

• Competitive salary package

• Fully remote work option within Germany or the choice to work from our offices in Cologne, Hamburg, and Berlin

• High level of schedule flexibility to promote work-life balance

• MacBook and all necessary software provided

• Professional development budget available for courses, conferences, and more

• €50 tax-free monthly allowance for shopping vouchers or an Urban Sports Club membership