Senior Customer Success Manager

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

📋 Description

• Oversee a strategic portfolio of customers within the Mid-Market and Enterprise segments.

• Support customers throughout their entire journey—from onboarding and product utilization to realizing long-term value.

• Manage intricate onboarding initiatives and create Joint Success Plans along with success metrics.

• Track customer health scores, detect risks at an early stage, and devise suitable mitigation strategies.

• Serve as the escalation point for significant challenges.

• Enhance Net Retention Rate through upselling and cross-selling initiatives.

• Conduct strategic business reviews at the C-level.

• Contribute to the development of the Customer Success organization by creating playbooks, streamlining onboarding, and standardizing processes.

⛳️ Requirements

• Minimum of 4–6 years of relevant experience in Customer Success, Key Account Management, or strategic management consulting.

• Ideally, experience in a SaaS/B2B context with an emphasis on Mid-Market and Enterprise clientele.

• Proven track record in managing Net Retention Rate, reducing churn, increasing adoption rates, and driving upselling/cross-selling along with NPS.

• Proficient in CRM and Customer Success platforms like Salesforce, HubSpot, Gainsight, and ChurnZero.

• Data-driven mindset when it comes to managing customer health metrics.

• Fluent in German and English, with professional-level negotiation abilities in both languages.

• Strong presence when addressing escalations and presenting to executives.

🏝️ Benefits

• Flexible workplace options available in Heidelberg, Munich, or Frankfurt am Main.

• Possibility of working entirely remotely.

• Clear development pathway leading to a specialist team lead position.

• Compensation package comprising a fixed salary and a variable component (OTE), linked to clear targets such as Net Retention Rate, churn, and health scores.