Senior Customer Success Manager

• Manage a strategic customer portfolio across the Mid-Market and Enterprise segments
• Guide customers throughout the entire customer journey—from onboarding and product adoption to long-term value realization
• Lead complex onboarding projects and establish Joint Success Plans and success metrics
• Monitor customer health scores, identify risks at an early stage, and develop appropriate mitigation measures
• Act as the escalation point for critical challenges
• Increase Net Retention Rate through upselling and cross-selling
• Conduct strategic business reviews at C-level
• Help build the Customer Success organization through playbooks, onboarding optimization, and standardized processes

• 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 in managing NRR, churn reduction, adoption rates, upselling/cross-selling, and NPS
• Proficiency with CRM and Customer Success systems, such as Salesforce, HubSpot, Gainsight, and ChurnZero
• Data-driven approach to managing customer health scores
• Fluent German and English, with professional-level negotiation skills in both languages
• Confident presence when moderating escalations and presenting at the executive level

• Flexible choice of workplace at the offices in Heidelberg, Munich, or Frankfurt am Main
• Option to work fully remotely
• Transparent development path toward a specialist team lead role
• Compensation consisting of a fixed salary and variable component (OTE), tied to transparent targets such as NRR, churn, and health score