Customer Success Manager - DACH

Location: Germany (OnSite//Hybrid/Remote)Languages: Fluency in German and English About the Role As a Customer Success Manager – DACH, you will partner with some of our most strategic, high-value customers. In this senior role, you act as a trusted advisor, cyber-awareness expert, and product specialist, guiding customers through their long-term success journey with MetaCompliance.You will lead complex success initiatives, align customer goals with our platform capabilities, and deliver high-touch, tailored guidance that drives measurable outcomes in cybersecurity awareness. What You’ll Do Strategic Customer PartnershipOwn and manage a portfolio of high-value customersBuild strong, multi-level stakeholder relationships, including executive sponsorsLead success planning, quarterly business reviews, and long-term roadmap discussionsTrusted Cybersecurity AdvisorProvide strategic guidance on cybersecurity awareness, risk reduction, and compliance frameworksStay up to date on threat trends and advise customers on proactive mitigation strategiesConnect customer needs with MetaCompliance features and best practicesHigh-Touch Success DeliveryDeliver enhanced, personalised servicesPrioritise requests and allocate resources to maximise customer impactEnsure a premium experience aligned with our GOLD-tier portfolioValue Realisation & AdoptionGuide customers through advanced product adoption and feature enablementMonitor customer health, identify risks early, and drive proactive intervention plansEnsure customers achieve meaningful outcomes and long-term program successCross-Functional CollaborationPartner with Sales, Product, Support, and Onboarding to advocate for your customersEscalate complex issues and influence product roadmap discussionsIdentify upsell and expansion opportunities based on deep customer understandingGrowth & Renewal OwnershipDrive outstanding renewal and net revenue retention resultsLead conversations on program expansion, feature utilisation, and long-term valuePromote customer advocacy and reference opportunities Experience & Qualifications3+ years’ experience in B2B Customer SuccessFluency in German and EnglishProven track record managing enterprise or strategic SaaS accountsExperience delivering executive-level presentations and strategic success plansExperience managing discretionary customer support budgets or premium-tier servicesStrong communication, consulting, and problem-solving skillsSkilled in CS tools and CRMs (e.g., Gainsight, Salesforce)Ability to influence cross-functional teams and advocate for customer needsPrior involvement in renewal, expansion, or value-realisation initiativesCybersecurity industry experience and familiarity with cybersecurity frameworks (NIST, ISO, etc.) is a strong plus Why Join MetaCompliance?A growing team in the heart of LeipzigA role with variety, consulting high-value customersOpportunity to work with international colleagues and customersModern SaaS environment with full training and accessible product frameworksClear onboarding processes, templates, and step-by-step support materialsHybrid or remote working model - you decide!Company events and occasional travel (events and onboarding) to other locations like our HQ in Derry