Senior Customer Success Manager – Team Leadership

• Manage a strategic customer portfolio across the mid-market and enterprise segments
• Serve as the primary trusted advisor for customers throughout the entire customer journey
• Lead complex onboarding projects and establish Joint Success Plans and success metrics
• Optimize product adoption, ROI, NPS, and time to value
• Monitor customer health scores, identify risks, and develop mitigation plans
• Act as the escalation point for critical customer challenges
• Increase Net Revenue Retention through targeted upselling and cross-selling
• Conduct strategic business reviews at the C-level
• Help build the Customer Success organization through playbooks, onboarding optimization, and standardized processes
• Over time, assume professional and disciplinary leadership responsibility for the Customer Success team

• At least 4–6 years of relevant professional experience in Customer Success, Key Account Management, or strategic management consulting
• Ideally, experience in a SaaS/B2B environment with a focus on mid-market and enterprise customers
• Demonstrated success managing key Customer Success metrics, including NRR, churn reduction, adoption rates, upselling/cross-selling, and NPS
• Initial experience mentoring junior colleagues or a strong interest in developing into a professional leadership role in the medium to long term
• Confident use of CRM and Customer Success systems, such as Salesforce, HubSpot, Gainsight, or ChurnZero
• Data-driven approach to managing customer health scores
• Fluent German and English skills, both written and spoken
• Confident presence when moderating escalations and delivering executive-level presentations

• Flexible choice of workplace at our offices in Heidelberg, Munich, or Frankfurt am Main
• Option to work fully remotely
• Opportunity to actively shape a growing Customer Success department and contribute your own ideas
• Transparent development path toward professional team leadership based on individual achievements
• Compensation consisting of a base salary and variable component (OTE), tied to transparent targets such as NRR, churn, and health score