Manager, Customer Success

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

📋 Description

• Lead a Customer Success team consisting of approximately eight to ten Customer Success Managers across DACHEE.

• Establish direction regarding priorities, expected outcomes, and commercial goals.

• Oversee team performance in areas such as retention, expansion, payment adoption, and overall customer health.

• Create rhythms for goal-setting, performance inspection, reviews, forecasting, and accountability.

• Mentor and develop team members in areas like commercial discussions, stakeholder management, and risk mitigation strategies.

• Recruit, onboard, and nurture talent while building succession plans and development pathways.

• Handle escalations and transform customer journey patterns into scalable process enhancements.

• Lead the creation of AI-driven systems for monitoring real-time customer health, risk indicators, and expansion opportunities.

• Serve as the customer advocate and collaborate with Product, Commercial, and Operations teams to enhance results and influence priorities.

⛳️ Requirements

• Demonstrated experience in managing Customer Success or Customer Experience teams within a SaaS setting, responsible for both personnel and business outcomes.

• Proven track record in managing teams against commercial key performance indicators, including upselling, cross-selling, and expansion initiatives.

• Experience in developing or revamping Customer Success processes and operational structures.

• A background in sales or a commercially-focused Customer Success role is highly desirable.

• Proficient in coaching and performance management techniques.

• Data-savvy; capable of analyzing performance trends, challenging assumptions, and converting insights into actionable strategies.

• AI Fluency Level 4 or equivalent experience in developing or deploying an AI-powered tool or system and making engineering-level decisions.

• Proficiency in both English and German is required.

• Preferred qualifications include experience with multi-product SaaS, managing distributed teams across European markets, and facilitating organizational change.

🏝️ Benefits

• Unlimited paid time off.

• Eligibility for the company share program.

• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary caregivers, available after one year of service).

• Annual learning budget of €300 (increased for high performers).

• Monthly "EDGE" time dedicated to Exploration, Development, Growth, and Elevation.

• Work from anywhere policy with the flexibility to work abroad for several weeks each year.

• Relocation options available after one year of service.

• Flexible hybrid working arrangements.

• Budget for home office setup.

• Monthly work-from-home allowance.

• Claude tokens.

• Local benefits that vary by location, including healthcare and retirement plans, team events, social gatherings, and other perks.