Senior Customer Success Manager

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

📋 Description

• Oversee and enhance customer relationships throughout the entire Customer Lifecycle—from onboarding and enablement to expansion.

• Facilitate product demonstrations, workshops, and customized training sessions.

• Act as the primary point of contact for both business and technical inquiries, delivering prompt, solution-focused support.

• Identify potential for upselling and cross-selling opportunities and provide necessary support.

• Analyze usage data, generate recommendations, and create tailored optimization strategies with customers.

• Collaborate closely with Sales and Product teams to systematically relay customer feedback and drive continuous platform improvements.

• Advance Customer Success processes, documentation, and best practices.

• Assist in the enhancement of customer retention and growth strategies.

⛳️ Requirements

• Several years of experience in (SaaS) Customer Success, preferably within a B2B environment.

• Strong proficiency with CRM systems (HubSpot) and MS Office applications.

• Exceptional written and verbal communication skills in both German and English.

• Customer-centric, proactive, solution-oriented, and reliable work ethic.

• Eagerness or natural ability to learn intricate software products or platforms.

• Outstanding communication and presentation capabilities.

• Confidently engage with stakeholders across all levels.

• Efficiently manage and prioritize numerous customer interactions, requests, and tasks.

• Possess a sense of humor and a willingness to grow collaboratively by addressing challenges.

🏝️ Benefits

• 30 days of annual leave along with permanent employment contracts.

• Remote-first approach—work from anywhere within Germany.

• Assistance with setting up your home office.

• Opportunities, autonomy, and the ability to influence the company akin to a startup, combined with the stability of a well-established mid-sized firm with over 20 years of experience.

• Flexible working hours—no core hours; simply coordinate with your team.

• Choose between Windows or Mac for your work device!

• A monthly €50 voucher for various non-cash benefits or an Urban Sports membership.

• JobRad bicycle leasing with employer contribution.

• An open, team-oriented, and results-focused culture.

• Regular workshops, team lunches, and team-building activities.

• Individual retirement and pension plans.