Senior Customer Success Manager – Solutions

Key Responsibilities

• You independently manage demanding B2B clients and continuously develop the relationship for the long term
• You prepare and facilitate client workshops, moderate them and structure requirements, processes and planning objectives
• You actively contribute to configuration and KPI validation projects — particularly in process analysis, configuration, KPI definition and validation
• You steer customer projects regarding scope, schedule, quality, communication, risks and handover into Plan-as-a-Service
• You identify customer risks, technical uncertainties and escalations early and work with stakeholders to drive them to a resolution
• You identify upselling and expansion opportunities and develop them with a customer‑centric focus
• You develop standards, templates and procedures for Customer Success, customer projects and Solution Delivery
• You bring your experience actively to the table and act as a sparring partner for Dominik and the business team

Requirements

• Several years of experience in at least two of the following areas: Customer Success, Solution Consulting, B2B Consulting, Implementation, Project Management or consultative B2B Sales
• Experience in independently managing demanding B2B customers
• Experience in both the functional handling and the organizational management of customer projects
• Ability to structure complex and partially ambiguous customer requirements and translate them into concrete solutions and approaches
• Confident stakeholder, expectation and escalation management
• Commercial understanding and experience with customer development, upselling or comparable expansion activities
• Very good German at a minimum C1 / business‑fluent level
• Very good English skills
• High degree of autonomy and willingness to make decisions within agreed guardrails
• Enjoyment in working operationally within a small team while simultaneously building structures

Core Competencies

Demonstrates expertise in managing B2B client relationships, facilitating workshops, and driving customer projects to successful outcomes. Proficient in process analysis, KPI validation, and developing customer‑centric solutions while effectively managing stakeholder expectations.