Customer Success Manager – SaaS

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

📋 Description

• Take ownership of the entire customer journey for your accounts — from initial consulting and setup to the go-live phase.

• Direct project management for jrni Enterprise clients.

• Cultivate and enhance existing customer relationships to establish long-lasting partnerships.

• Recognize opportunities for cross-selling and upselling that benefit both customers and the business.

• Ensure a high level of customer satisfaction and retention.

• Regularly communicate with customers to comprehend and anticipate their requirements.

• Provide advice to customers on new products and services.

• Collaborate with the support team to uphold a high standard of service.

• Address support requests and conduct comprehensive needs assessments.

• Present software demonstrations for both prospective clients and during the go-live process.

• Collaborate closely with the marketing and sales (growth) team.

⛳️ Requirements

• Proven experience in customer success, key account management, (IT) consulting, and/or business development — preferably within a SaaS setting.

• Proficient in both written and spoken German, with business-level English skills.

• A methodical, solution-focused mindset with the capability to navigate complex problems effectively.

• Excellent communication abilities.

• Strong organizational skills coupled with the capability to work independently.

• Comfortable using modern digital tools — such as browsers, Slack, LinkedIn, Monday.com, Confluence, Loom, Microsoft Teams, macOS, and Freshdesk (helpful, but not mandatory).

🏝️ Benefits

• Flexible working hours.

• A supportive and respectful work environment that offers opportunities for growth and development.

• Engaging, diverse work in a reputable company with substantial enterprise clients.

• A dynamic, international team.

• Commitment to equal opportunities.