Senior Customer Success Manager – DACH

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

📋 Description

• Manage a dedicated portfolio of Mid-market and Enterprise accounts

• Serve as a strategic partner by linking customer objectives to the comprehensive value of the bookingkit platform

• Promote the adoption of new AI features and assist customers in related change management

• Retain and expand the portfolio through intricate renewal discussions with at-risk accounts

• Perform proactive health checks to uncover risks and opportunities

• Reactivate inactive customers who have signed but are not currently selling

• Implement a repeatable growth strategy across the portfolio

• Establish, manage, and uphold mutual action plans with customers

• Navigate complex, multi-stakeholder customer environments

• Drive customer sales through the bookingkit platform and evaluate success based on Net Retention Rate and overall retention

⛳️ Requirements

• Demonstrated experience of 2–3 years in managing a portfolio of Enterprise customers

• Experience in leading retention discussions

• Ability to communicate effectively across complex buying centers

• In-depth familiarity with value plans from day one

• Strong project management capabilities

• Data-driven mindset, with success plans aligned directly to customer business outcomes

• Comfort in advocating for change with C-Level executives

• Ability to motivate customers toward commitment and quantify value

• Experience leveraging data to drive expansions or renewals

• Proven history of owning an NRR or commercial expansion target for a portfolio

• High proficiency in AI and active engagement with AI, automation, and agentic workflows

• Fluent in German, both spoken and written

• Adequate time-zone overlap for remote work from Europe

🏝️ Benefits

• 100% remote work arrangement, with the option to collaborate with colleagues in the Berlin office

• Mobile Work Abroad policy allowing work from nearly anywhere in the world for up to 5 months each year

• 28 vacation days annually, increasing by one day each anniversary up to a maximum of 31 days

• Public transportation subsidy covering over 50% of public transportation costs in Germany

• Subsidized Urban Sports Club memberships (over 40%) and fully subsidized Wellhub memberships in Germany

• Annual private travel subsidy of up to €156

• INTOURA corporate discounts, featuring free tickets, 2-for-1 offers, and discounts on attractions, theaters, and tours in Berlin

• Open communication culture with accessibility between teams and leadership

• Regular BBQs in Berlin, seasonal events, and reunions with former employees

• Airport/train office day for working during travel when unable to take calls

• Additional charity day of leave

• 10 days of paid leave for child illness