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 growth.

• Spearhead implementation and transformation projects involving multiple stakeholders.

• Advise customers on governance, meeting preparation, collaboration, and decision-making processes.

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

• Detect adoption challenges and devise 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

• Located in Germany.

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

• Familiarity with enterprise customers and complex stakeholder dynamics.

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

• Capacity to advise customers, facilitate workshops, and simplify complexity into actionable steps.

• Organized, proactive, hands-on, and customer-first approach.

• Experience with tools like Zendesk, HubSpot, Salesforce, Gainsight, or similar is advantageous.

• Strong comprehension of corporate decision-making processes and organizational hierarchies.

• Experience collaborating with Executive Offices, Board Offices, or Corporate Secretariats.

• Proven track record of engaging with C-level executives and senior management.

🏝️ Benefits

• Fully remote work environment.

• Flexible working hours.

• Significant ownership in a rapidly growing SaaS company.

• Open, trust-based culture with swift decision-making processes.

• 2–3 offsite events and workshops annually.

• Clearly defined development paths and a steep learning curve.