Senior Customer Success Manager

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

📋 Description

• Management of a dedicated customer portfolio throughout the entire customer lifecycle – from onboarding and adoption to retention and expansion.

• Conducting onboarding sessions and assisting customers in quickly achieving measurable value with plancraft.

• Analyzing usage data, health scores, and portfolio KPIs to proactively identify and prioritize opportunities and risks.

• Developing structured customer success plans and conducting business reviews.

• Early identification of churn risks and implementation of targeted customer retention measures.

• Identifying, qualifying, and independently closing upselling and cross-selling opportunities.

• Collaborating closely with customer support, product, revenue operations, sales, and marketing teams.

• Providing structured customer feedback to product and go-to-market teams.

• Enhancing playbooks, documentation, and scalable customer success processes.

• Actively contributing to a proactive and data-driven customer success organization.

⛳️ Requirements

• Several years of experience in customer success, account management, or a similar customer-oriented B2B SaaS role.

• Experience managing a customer portfolio independently throughout the entire customer lifecycle.

• Strong consulting skills and confidence in commercial customer conversations.

• Proficient in CRM systems, data-driven portfolio management, dashboards, and health scores.

• Structured work approach, high personal responsibility, and strong prioritization skills.

• Excellent communication and stakeholder management abilities.

• Value-driven sales approach with the ability to connect customer value to expansion opportunities.

• Willingness to contribute in a dynamic environment and actively shape processes.

• Proficiency in German at C1/C2 level.

• Proficiency in English at a minimum B2 level.

• Nice-to-have: Experience with consultative selling, expansion playbooks, or commercial negotiations.

• Nice-to-have: Experience in the SMB or mid-market SaaS environment.

• Nice-to-have: Familiarity with HubSpot, Intercom, Looker, or customer health platforms.

• Nice-to-have: Experience in craftsmanship, construction, or related industries.

• Nice-to-have: Experience in building scalable customer success processes.

• Nice-to-have: Interest in AI-driven workflows and automation.

• Nice-to-have: Additional European language skills.

• Already possess the right to work in the EU or the respective country; no visa or work permit sponsorship available.

🏝️ Benefits

• Three major team events each year.

• Two casual monthly gatherings at our HQ.

• Recognition culture.

• Flat hierarchies and a high level of trust.

• Personal learning budget.

• Enablement formats.

• Personal Claude license.

• MacBook.

• High-quality over-ear headphones.

• All necessary tools for daily operations.

• 30 vacation days.

• Day off on December 24th.

• Subsidy for Urban Sports Club.

• Internal sports meetups.

• JobRad.

• Subsidized Germany ticket or a BahnCard.

• International working environment.