Customer Success / Post Sales (m/f/d) - SaaS

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We help eCommerce brands achieve 98% stock efficiency, 20x ROI, and six-figure cash gains in weeks. | 50+ success stories, incl. FC Bayern, 6pm &…

About working at VOIDS

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.

At VOIDS, you'll find a game-changing personal growth opportunity if you are driven, fast-paced, and passionate about challenging the status quo. Embrace the opportunity to take direct ownership of scaling our AI platform's success. Work alongside the team and co-founders Jannik and Tobias, who bring a wealth of experience in e-commerce growth and AI-based demand forecasting.

What you'll do

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.

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
• 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

What Success Looks Like (First 3 Months)

• You deeply understand our product and the €-value we bring to clients
• You’ve onboarded +3 customers autonomously
• You’ve improved one key process or UX pain point with the tech team
• You’ve built first strong relationships with customers and own your first key account yourself
• Everyone in the team knows what you are doing, and you proactively support others
• You have taken 50%of the client communication workload off the founders' plate
• 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

What You’ll Get

• Permanent full-time contract
• Equity available for senior hires
• New Mac Book Pro
• Regular team events and quarterly off-sites
• Real ownership and influence
• A calm, focused work environment that rewards initiative
• Wellpass membership to unlimited fitness, yoga, swimming, climbing, and more

We move fast and keep it simple.

• Initial Screening (30 min)
• Technical Interview with CTO (30 min)
• Realistic Case Study in Person (90 min)
• Meet the Team in Hamburg
• Offer within 2 weeks from start to decision

Send us your answers and your CV or shoot us a message on LinkedIn!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Software Development

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