Senior Customer Success Manager

About the role

We're looking for a Senior Customer Success Manager (CSM) to join our team and take ownership of strategic, high-touch enterprise customers. This role is critical to unlocking long-term customer value and helping us scale our impact across traditional industries with digital ambition.

What you'll do

• Own a portfolio of Corporate and Large customers in a high-touch, strategic CSM model, guiding them from onboarding through adoption, renewal, and expansion.
• Act as the primary value owner for your accounts, ensuring clear outcomes, strong adoption, and long-term retention (NRR focus)
• Lead occasional Proof of Concepts (PoCs) for larger or more complex corporate customers, in close collaboration with Sales
• Develop structured, outcome-driven Success Plans that align customer goals with our product's value
• Drive measurable success through adoption, usage analytics, and strategic expansion conversations
• Act as a thought partner to AEs in the sales cycle and post-sale strategy, and collaborate cross-functionally with Product, Support, and Marketing
• Champion customer feedback into product loops and continuously improve onboarding and lifecycle playbooks for large customers
• Build executive and operational relationships with mid-sized and enterprise accounts across DACH (and occasionally international) markets

What you'll need

• 2-5 years of experience in Customer Success, Account Management, or SaaS Consulting, preferably with enterprise or complex accounts
• Familiar with growth-stage SaaS environments (Series A-C), ideally with exposure to industrial or less tech-savvy customer segments
• Comfortable with sales collaboration, having worked in a commercial field or in close collaboration with AEs
• Highly outcome-oriented — you speak in goals, success criteria, and business impact
• Strong in project and stakeholder management — from scoping and expectation setting to communicating outcomes
• Calm, structured communicator with both executive stakeholders and operational users
• Thrive in fast-paced, ambiguous settings and see yourself as a builder, not just a maintainer
• Fluent German speaker, comfortable discussing complex scenarios with customers in their native language

What they offer

• Opportunity to shape strategy, playbooks, and CS culture in a scale-up environment
• Competitive compensation, including NRR-based bonus and POC conversion incentives
• Performance-driven, but no burnout culture — smart focus, not busywork