Customer Success Manager (Germany)

Customer Success Manager (Germany)

Delivering an exceptional customer experience is key at Ideals. Our Customer Success team has been crucial in driving a high level of customer satisfaction and securing our Market Leader status on G2 for 5 consecutive years.

We are looking for a Customer Success Manager to join our Customer Success team in Germany. This is a post‑sales role with full portfolio ownership: you’ll lead renewals, onboarding, and account expansion for high‑value B2B clients, including some of the most strategic names in our DACH portfolio.

What you will do

• Research and study new clients to identify their expected value from the product and future potential growth opportunities
• Conduct kick‑off (onboarding) trainings for new clients
• Manage a portfolio of roughly 250 accounts – with structured follow‑ups, clear prioritization, and proactive engagement across the entire customer journey
• Execute renewals and expansions proactively, based on account usage, growth potential, and business insights
• Conduct exit interviews with churned clients
• Drive customer advocacy initiatives by securing satisfied client reviews, testimonials, or case studies
• Participate in special projects to improve the customer success playbooks or introduce new customer success activities

What you bring

• Full professional proficiency in English (C1) and German (C2)
• At least 2 years of experience as an Account Manager or a CSM in B2B, preferably in SaaS
• Proven track record managing a book of business of 50+ accounts, with a strong ability to plan, organize, and prioritize effectively
• Experience driving MRR/ARR growth through renewals, upsells, or cross‑sel\u00e4s
• Experience in leading commercial conversations with the client (e.g., pricing, discounting, upselling)
• Customer‑driven personality with empathetic and emotional intelligence skills
• Excellent communication, interpersonal, and presentation skills

Nice to have

• Familiarity with data rooms, board portals, or secure collaboration tools
• Experience in sales

What we offer

We highly value our people, so we will empower you with all the resources and support to help you reach your full potential.

For your best work

• Remote‑first flexibility to shape your ideal workday
• Home workplace budget
• Co‑working expense coverage
• Individual IT budget for extra equipment
• Top‑tier tech and AI‑powered tools

For your growth

• Access to Ideals Academy with numerous courses
• Investment in external learning and development activities
• Guidance in Personal Development Plan creation
• Professional literature and subscriptions coverage
• Support of your passion as a speaker or writer
• Internal talent mobility opportunities

For your well‑being

• Tailored Wellness Package to support your physical and mental health
• Urban Sports membership
• Funding for sports competitions
• 30 business days of paid time off per year
• Paid health‑related time off

Extra perks

• Budget for meetups with your local team
• Generous internal referral program

Ideals is an equal opportunity employer. Ideals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.