Customer Success Manager - Mid-Market

About the role

We are looking for a Customer Success Manager who takes true ownership of outcomes. In this role, you act as a strategic partner to your customers, guiding them from onboarding through renewal and expansion. You will work with companies of approximately 150 to 5,000 employees and help them translate operational and compliance requirements into scalable, effective frontline training.

What you'll do

• Own customer outcomes end-to-end: You act as the Captain of the Ship for your accounts. You proactively drive next steps, remove blockers, and ensure your customers achieve tangible results with our platform.
• Lead with an advisory mindset: You challenge customers constructively, guide decision making, and position yourself as a trusted advisor across operational and strategic stakeholders.
• Identify and drive expansion opportunities: You actively look for value creation potential across departments, locations, and use cases by uncovering new use cases, quantifying value, and partnering with Account Executives to close upsell opportunities.
• Orchestrate the full customer lifecycle: From structured onboarding to strategic account planning, executive business reviews, upsells, and renewals, you own and continuously adapt the success plan for your accounts.
• Strengthen stakeholder networks: You build champions, multithread across departments, and align decision makers to secure strategic partnerships.
• Translate insights into impact: You connect customer goals, risks, and success criteria to clear internal actions and collaborate closely with Sales, Product, and Support to maximize customer value and retention.
• Turn customers into advocates: Through strong results and trusted relationships, you develop reference customers, case studies, and long-term partnerships.

What you'll need

• You have solid experience in Customer Success or related GTM roles, ideally in B2B SaaS.
• You have worked with German Mittelstand companies and are comfortable supporting our expansion across the EU and US, serving organizations between 150 and 5,000 employees.
• You take ownership of outcomes, not just tasks, and proactively drive accounts forward.
• You are confident leading customer conversations, including challenging discussions and negotiations.
• You can identify expansion opportunities and translate them into structured business cases.
• You have strong analytical skills and can connect usage data, customer goals, and commercial potential.
• You understand complex stakeholder landscapes and know how to build champions.
• You are able to prioritize effectively within a larger portfolio of approximately 70 to 130 accounts.