Key Account Manager / Post Sales - German Speaking

Stellenbeschreibung:

We maximize product availability with minimal cashflow investment in 1/10 of the time. We solve a real problem for SMEs. With AI.

VOIDS is the leading forecasting and inventory management software solution for D2C brands. The VOIDS platform automates accurate product-level demand forecasting to proactively identify risks such as inventory inefficiencies (e.g., out-of-stocks) and take recommended actions to eliminate them before they occur. We help e-commerce brands achieve 98% inventory efficiency, 20x ROI, and six-figure cash profits in a matter of weeks. 50+ success stories, including FC Bayern, 6pm, Rosental, and Blackroll confirm this. Since our product launch in June 2023, we’ve achieved approximately 300% growth over the past year, and we’re now positioned to double our ARR by the end of 2025.

Aufgaben

As Key Account Manager, you'll own the entire post-signing experience for our growing client base — over 150 users, including Founders, COOs, and Ops Managers — who trust VOIDS to forecast over €1,000,000,000 in annual revenue. Your mission? Design and run a scalable onboarding, retention, and upsell engine that works across a variety of eCommerce use cases. You'll thrive in complexity, streamlining dynamic client setups, and becoming the architect of a system that delivers value fast and keeps customers engaged in the long-term. Specifically, you will:

Own customer onboarding : Make onboarding seamless and fast, in time-to-live to 2 weeks.
Turn users into power users : Drive full autonomy of main users within 12 weeks after go-live.
Manage 150+ users : Across direct (QBRs, Standups) and async (Slack, phone, email) channels.
Monitor & improve customer health : Keep churn under 10% YoY, maintain a live health score system, and share insights directly with the founders, sales and product team.
Drive upsells & influence product : Collect feature requests and make smart recommendations to hit 115%+ net revenue retention YoY.
Foster a user community : Create knowledge-sharing opportunities like client events to connect power users and grow internal champions.

Qualifikation

Must-Have Skills

Fluent in German (native level) and English — comfortable leading conversations and writing clearly in both languages.
2+ experience managing technical products in a customer-facing role — think AI and SaaS tools, modern data stacks, eCom ops platforms, or supply chain automation tools — ideally where APIs and fast iterations were part of the daily routine.
1+ years of hands‑on ownership of customer relationships — from onboarding to QBRs, health monitoring, upsell conversations, and managing churn risks in B2B mid‑market or enterprise accounts.
1+ year of hands‑on experience working with data daily — you move fast in checking data in SQL, complex Excel/Sheets setups, pivots, Array,Formulas, and use data tools for problem solving.
Deep technical intuition — you’re confident navigating APIs, time series data, forecasting logic, and love collaborating with engineers to debug and improve solutions.
You’ve built things that run — you have shipped / developed features in code, or integrating tools across modern stacks.
Structured operator mindset — you bring order to complexity, build scalable onboarding flows, and translate diverse client needs into repeatable processes.
Product-first mentality — you don't wait for tickets; you actively connect client insights to product improvements and influence roadmap direction.

Bonus / Nice-to-Have

Experience in eCommerce, logistics, or supply chain operations : either in-house or supporting those teams.
You have experience with writing and shipping product features in Python/TypeScript and configuring cloud environments (AWS, GCP, Snowflake) .
Background in a B2B SaaS startup , ideally in a role tied to customer growth or retention.
Prior exposure to modern data stacks tools like Looker, dbt, Fivetran, or Snowflake .
Understanding of forecasting logic, revenue planning, or inventory-driven sales cycles .
Proven track record in account growth, upselling, or commercial expansion .

Benefits

AI-driven productivity : We actively leverage Slack, Notion, GPT-4, and other AI tools.
Fast-paced, high-impact, no overhead : 3x weekly stand-ups (15min), efficient weekly customer health score update (30min), autonomous decisions handling checkins with clients.
50/50 Hybrid flexibility : Mix remote work with our inspiring office in Hamburgs city center.
Continuous learning : We trust your expertise, value your ideas, and encourage proactive growth.
Autonomous decision making : We trust our team members to own their work and loop others in when needed, typically there is only lightweight consultation with the founder team.