Senior Customer Success Manager

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

📋 Description

• You provide advice and support to our clients from large corporations and the upper mid-market – from onboarding through to operational use.

• You take responsibility for your customer portfolio and actively manage it using Customer Health Scores, Business Reviews, and relevant business KPIs in HubSpot.

• You identify cross-selling and upselling opportunities to enhance customer value over the long term and maximize the use of our workplace management software.

• You closely coordinate with our Account Executives and proactively manage deals with our existing clients.

• You independently handle contract renewals, either alone or in collaboration with the AEs – including discount logic, auto-renewal management, and risk case management.

• You work with the Growth Team on whitespace initiatives, ensuring that identified potentials are addressed promptly and effectively.

• You systematically relay product feedback to the Product Team and incorporate the voice of your clients into our roadmap.

• You critically evaluate our customer success processes and contribute to making them leaner and more effective.

• You represent desk.ly at trade fairs and events.

⛳️ Requirements

• Several years of experience in the B2B SaaS environment as a Customer Success Manager, Account Executive, or in Key Account Management – ideally with proven successes in upselling complex SaaS solutions to mid-market and enterprise clients.

• Genuine business acumen: You understand how your clients generate revenue and translate that into growth paths for our platform.

• Confidence at the decision-maker level: You identify stakeholders, build a stakeholder map, and pave your way to the C-level.

• Political sensitivity within corporate structures is part of your everyday life, not an exception.

• Ownership mindset: You independently manage your pipeline, appointments, reviews, and reporting – we rely on transparency, not micromanagement.

• Data affinity: You work accurately in HubSpot, read Customer Health Reports, and make data-driven decisions rather than relying on gut feelings.

• Structured self-organization and excellent written and verbal communication skills in German (C1/C2) and English (at least B2).

• A healthy hunger: You want to develop rather than just manage – for your clients, the team, and yourself.

🏝️ Benefits

• An agile environment with friendly colleagues.

• The opportunity to actively contribute to the growth of our SaaS solution with significant responsibility.

• A genuine 4-day workweek with 32 hours and 24 days of vacation.

• As much home office as you need, with as many team and office days as you want at our HQ in Osnabrück.

• Individual and self-responsible working hours, flexibly adjusted to your client workflow.

• Attractive salary plus bonuses for churn protection and expansion, as well as a kicker for overachievement.

• Flat hierarchies, no politics, and no unnecessarily complicated processes.

• A modern, cloud-native toolset (including HubSpot, Slack, Google Workspace, Notion).