Customer Success Manager – B2B SaaS

• Guide enterprise and mid-market customers throughout the entire customer lifecycle
• Lead implementations from kickoff through go-live
• Create project plans and coordinate IT, business stakeholders, and executive sponsors
• Manage scope and timelines in relation to customer audits or ratings
• Set up Sunhat for the use of evidence across multiple frameworks, such as EcoVadis, CDP, and ISO audits
• Advise customers on improving existing processes
• Drive adoption among administrators and EHS, Quality, and Compliance teams
• Monitor customer health through data and conversations, and address support needs at an early stage
• Own retention for your portfolio and identify risks before contract renewal
• Identify expansion opportunities across departments, locations, or frameworks, conduct discovery, and hand them over to Key Account Management
• Consolidate customer feedback and regulatory requirements and relay them to the Product team in a structured manner

• Independently led implementations of B2B software for customers
• Several years of experience in Customer Success or Account Management at a B2B software provider
• Owned retention and expansion opportunities
• Confidently engage with management and focus on business value rather than features
• Manage a portfolio using clear KPIs
• Practical knowledge of ESG, sustainability, or compliance, such as EcoVadis, CSRD/ESRS, CDP, or ISO management systems, or experience working with relevant teams
• Curiosity about sustainability, ESG, and compliance topics
• German and English at C2 level
• French is a plus

• Competitive compensation package
• Fully remote within Germany or the option to work from our offices in Cologne, Hamburg, and Berlin
• High degree of schedule flexibility to support work-life balance
• MacBook and all required software
• Professional development budget for courses, conferences, and more
• €50 tax-free monthly benefit for shopping vouchers or an Urban Sports Club membership