Customer Success Manager – DACH/Europe

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

📋 Description

• Assist in the development, refinement, and enhancement of our digital SMB customer journey to guarantee a smooth experience at scale.

• Aid in the design and execution of effective Customer Success processes, playbooks, and automated workflows on a global scale.

• Actively guide customers on utilizing our ERP Fitness, ERP Leisure, and Payments modules to meet their unique business objectives.

• Identify and document comprehensive customer business goals to formulate and monitor strategic success plans and value milestones.

• Proactively assess churn risk factors, investigate the underlying causes for cancellations, and implement strategies to boost retention.

• Spot and qualify opportunities for expansion and upselling (e.g., additional modules, Finion, or ML products) and drive them to closure.

• Serve as a product advocate, relaying customer insights back to Product & Engineering to influence the product roadmap while maintaining a strong technical affinity for our internal tools.

• Utilize health scores, NPS, and usage metrics to prioritize outreach efforts and provide precise 12-month churn and growth forecasts.

⛳️ Requirements

• Bachelor's degree in Business, Marketing, or a related discipline.

• 2+ years of experience in Customer Success, Account Management, or a client-facing role, ideally in an international SaaS environment.

• Demonstrated ability to cultivate and sustain strong customer relationships with operational and mid-level decision-makers.

• Exceptional communication, presentation, and problem-solving abilities.

• Familiarity with ERP systems, Payments, or the fitness/leisure sector is advantageous.

• Proven track record in utilizing data and KPI-driven management.

• Native-level or business-fluent proficiency in German and English (C1/C2), both spoken and written.

• Additional EU languages (particularly Spanish or French) are a notable advantage.

• Entrepreneurial mindset with strong ownership and results orientation.

• High level of customer focus and empathy.

• Strong change leadership capabilities; able to drive transformation while fostering trust.

• Willingness to travel across the DACH region and occasionally beyond.

🏝️ Benefits

• 100% remote work within Germany is possible.

• 30 days of annual leave.

• Offices with flexible workspaces in Hamburg, Eisenstadt, Warsaw, Boston, and Melbourne – all equipped with various drinks and snacks.

• Access to our exclusive gym next to the Hamburg office for free, including personal coaching for training and nutrition, available to all employees worldwide.

• Participation in our unique CashBack Sport program "Move Republic", which rewards your daily and sporting activities throughout Germany.

• An above-average pension contribution for your company pension scheme ("bAV") in Germany or Austria.

• Access to Udemy Business – enhance your skills with thousands of high-quality online courses.

• Access to an employee benefits portal featuring the best shopping deals in Germany and Austria.

• Subsidy for the "Deutschlandticket" (local transport subscription).

• Direct communication channels throughout the company, an open feedback culture, and a pronounced sense of appreciation, along with motivated teams and leaders who engage at eye level.