Customer Success Manager (CSM) (m/f/d)

As a Customer Success Manager, you are the central link between our customers and our product. You ensure that our customers get maximum value from our platform, guide them through onboarding and strategically develop existing accounts.

Responsibilities

Onboarding & Activation

• Conduct structured onboarding sessions for new customers
• Ensure a fast “time to value”
• Train and enable customers

Customer Support & Development

• Build and maintain long-term customer relationships
• Provide proactive support and regular check-ins
• Identify optimization potential in product usage

Upselling & Expansion

• Develop and implement upsell and cross-sell strategies
• Identify growth potential within existing accounts
• Work closely with Sales

Feedback & Product Development

• Collect and structure customer feedback
• Coordinate closely with the product and development team
• Contribute to the continuous improvement of the platform

Retention & Satisfaction

• Reduce churn
• Ensure a high level of customer satisfaction
• Monitor relevant KPIs, for example NPS, usage and retention

Qualifications

• Mandatory: Several years of experience in Customer Success at a SaaS company
• Strong understanding of digital products, SaaS models and software solutions
• Experience in customer onboarding as well as building and developing customer relationships
• Proven success in upselling, cross-selling and account growth
• Excellent communication skills, written and spoken, and a confident presence in customer interactions
• Fluent German and very good English skills, both written and spoken
• Structured, responsible and solution-oriented working style
• High customer orientation and the ability to quickly understand and implement complex requirements

Role-Specific Benefits

• Remote-first working environment, Germany
• High level of responsibility and freedom to shape your work
• Direct collaboration with founders and the product team
• Dynamic startup environment with fast decision-making processes
• Attractive salary plus performance-based components
• Opportunity to actively contribute to the growth of a SaaS company