Senior Customer Success Manager

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

📋 Description

• Oversee strategic enterprise clients throughout their journey, including onboarding, adoption, retention, renewals, and expansion.

• Direct implementation and change initiatives involving multiple stakeholders.

• Advise clients on governance, meeting preparation, collaboration, and decision-making strategies.

• Conduct onboarding sessions, workshops, training, and enablement activities.

• Recognize adoption risks and formulate actionable strategies to enhance usage and customer value.

• Cultivate strong relationships with board offices, executive assistants, legal teams, governance, IT, and senior stakeholders.

• Relay customer feedback and insights to Product, Tech, Sales, and Leadership teams.

• Enhance customer success processes, playbooks, and scalable enablement resources.

⛳️ Requirements

• Several years of experience in Customer Success, Consulting, Change Management, SaaS implementation, or Account Management.

• Proven experience with enterprise clients and navigating complex stakeholder networks.

• Excellent communication and stakeholder management abilities in both German and English.

• Capable of advising clients, leading workshops, and simplifying complexity into clear actionable steps.

• Organized, proactive, hands-on, and focused on the customer experience.

• Familiarity with tools such as Zendesk, HubSpot, Salesforce, Gainsight, or similar is advantageous.

🏝️ Benefits

• 100% remote work and flexible working hours.

• High degree of ownership in a rapidly growing SaaS organization.

• Strategic role at the convergence of Customer Success, Consulting, Change Management, Product, and Sales.

• Close collaboration with enterprise clients and senior stakeholders.

• Transparent, trust-based culture that facilitates quick decision-making.

• 2–3 offsites and workshops each year.

• Clear career development paths and a steep learning curve.