Manager of Customer Success - DACHEE (m/f/d)

Role overview

Lead a Customer Success team of roughly eight to ten CSMs covering one of the largest and fastest‑growing regions in EMEA, which spans SMB, mid‑market, and enterprise‑chain customers in the hospitality SaaS space. The function is shifting to become more commercially focused, AI‑enabled, and scalable, and this hire guides that transformation while owning team performance and the operating model. The role is hybrid, based in Germany, and operates with high autonomy.

Responsibilities

• Manage and develop the regional CSM team, setting direction on priorities, outcomes, and commercial expectations
• Own team performance across retention, expansion, payment adoption, and customer health through the post‑onboarding lifecycle
• Establish team operating rhythms: goal‑setting, inspection cadences, performance reviews, forecasting, and clear accountability for results
• Coach team members across levels to raise capability in commercial conversations, stakeholder management, and risk mitigation
• Hire, onboard, and develop talent with clear development pathways and succession strength
• Manage escalations with sound judgment and turn recurring patterns into scalable process improvements
• Direct the build of AI‑powered systems giving the team real‑time visibility into customer health, risk, and expansion signals, designed for reuse by other CS leaders
• Act as the voice of the customer internally, partnering with Product, Commercial, and Operations to influence priorities

Requirements

• Proven experience managing Customer Success or Customer Experience teams in SaaS, accountable for both people and business outcomes
• Commercially minded approach, with a track record managing teams against upsell, cross‑sell, and expansion KPIs rather than only retention and satisfaction
• Experience building or overhauling CS processes and operating models
• Hands‑on experience building or shipping an AI‑powered tool or system, with enough technical depth to make engineering‑level decisions
• Fluency in English and German

Nice to have

• Background in a multi‑product SaaS environment with a complex platform
• Experience managing distributed teams across multiple European markets
• Track record navigating organizational change or a period of rapid team evolution

Benefits and work setup

• Salary range: $63,000–$110,000 USD
• Work‑from‑anywhere policy with flexibility to work abroad for short periods
• Relocation options available after one year
• Flexible, hybrid working options
• Home office setup budget plus a monthly work‑from‑home allowance
• AI tokens provided to build smarter workflows
• Location‑dependent benefits covering healthcare, retirement, and team events
• Remote‑first culture with strong emphasis on collaboration and autonomy