(Senior) Customer Success Manager

About The Role

As our first Customer Success Manager, you will own the customer journey end‑to‑end — ensuring every user gets maximum value from Mercura. You’ll be involved throughout the full lifecycle: from expert discussions during sales, onboarding users, holding workshops, to expanding existing relationships. Working closely with our CPO, sales, and engineering teams, you’ll translate customer feedback into actionable insights, influence the product roadmap, and drive product adoption. You’ll build strong, lasting relationships, proactively engage customers, and develop tailored success strategies that ensure satisfaction and measurable impact. As a trusted advisor, you help customers achieve their goals while advancing Mercura’s growth ambitions.

What You Will Be Working On

• Customer relationships: Act as the main point of contact and trusted partner for our customers, driving satisfaction and long‑term partnerships.
• Lead onboarding and implementation: Guide customers through onboarding and implementation – ensuring quick time‑to‑value and long‑term engagement.
• Develop deep product and customer expertise: Develop a deep understanding of our software and customers, and champion customer needs in the product roadmap.
• Value creation: Help customers unlock measurable savings and efficiency gains, and support them during key negotiations.
• Own account success: Drive Mercura’s adoption through training and best practices, while managing accounts for retention, growth, and long‑term strategic partnerships.
• Cross‑functional collaboration: Work closely with our CPO, sales and engineering teams to ensure customer feedback shapes product development.

What We’re Looking For

• You have 1+ years of experience in customer success, account management, or managing client relationships in SaaS, B2B, or consulting.
• You are a strong communicator, with the ability to engage confidently with C‑level stakeholders and build trusted relationships.
• You are a proactive, empathetic and people‑oriented team player, committed to supporting others and creating lasting satisfaction and business value.
• You have strong problem‑solving skills and an analytical mindset that allows you to understand and present complex issues clearly.
• You are pragmatic, solution‑oriented, and motivated to build something and grow with us.
• Ideally, you have initial experience with construction, supply chain, and the trades.
• You are willing to work five days a week from our Munich office with a higher intensity than in a 9‑5 job, with occasional customer travel.
• You are native in German and fluent in English.

Company Perks

• Free team dinner (up to 4x/week)
• UrbanSportsClub membership – join our team workouts 3x/week
• Easy relocation to Munich – our office is located in the Werk1 Startup Incubator, where you can rent a 1‑bedroom apartment right next to the office for just €800/month
• Access to any AI or productivity tools you need