Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of enterprise and corporate accounts (generally 1,000+ employees) from the onboarding process through to adoption, renewal, and expansion.

• Cultivate relationships that extend beyond the scheduled Quarterly Business Reviews (QBR).

• Direct Proof of Value (POV) phases for enterprise prospects in close partnership with Account Executives (AEs).

• Transform complex and often ambiguous customer objectives into actionable success plans with tangible milestones, adoption goals, and indicators for expansion.

• Actively oversee your portfolio.

• Collaborate closely with AEs on renewals and expansions, providing specific product insights for roadmap discussions.

⛳️ Requirements

• 4 to 6 years of experience in Customer Success, Account Management, or SaaS Consulting, managing complex B2B accounts rather than merely supporting them.

• Experience working with customers who may not be inherently tech-savvy, while still driving adoption and achieving concrete results.

• Familiarity with a commercial environment, whether through involvement in POVs, ownership of expansions, or participating in renewal discussions.

• Ability to identify and address issues when a customer is experiencing challenges.

• Previous experience in a growth-stage SaaS company (Series A to C) and an understanding of what that entails in practice.

• Fluency in both German and English.

🏝️ Benefits

• Chance to influence strategy, develop playbooks, and contribute to the Customer Success culture within a scale-up setting.

• Performance-oriented environment without a burnout culture – we prioritize smart focus over busywork.

• Attractive compensation package, including bonuses based on Net Revenue Retention (NRR) and incentives for Proof of Concept (POC) conversions.