Customer Success Manager, Mid-Market (German-speaking)

Mid-Market Customer Success Manager to own and grow a portfolio of higher-value, more complex customers in the DACH region. You'll manage high-touch mid-market accounts, owning renewals, expansions, and long-term customer outcomes end-to-end with clear ownership of Net Revenue Retention (NRR).

What you'll do

• Own a portfolio of mid-market customers and be fully accountable for renewals and expansion
• Own the end-to-end implementation of compliance frameworks with your customers, guiding them from onboarding through audit readiness
• Become a trusted compliance partner, helping customers translate structured frameworks into practical, auditable processes
• Build and maintain clear account plans for priority customers
• Run structured renewal cycles, including pricing, scope, and procurement discussions
• Proactively identify upsell and expansion opportunities and drive them to close
• Run effective QBRs with clear narratives, outcomes, and next steps
• Maintain accurate account health, renewal forecasts, and expansion pipeline in HubSpot

What you'll need

• 4+ years of experience as a Customer Success Manager in a B2B SaaS company, ideally between seed and series B stage
• Proven ownership of renewals and expansion, not just relationship management
• Track record of delivering strong Net Revenue Retention in mid-market or upmarket accounts
• Comfortable managing longer cycles, complex stakeholders, and high expectations
• Confident handling tough renewal and commercial conversations
• Strong commercial mindset: you think about expansion in every customer interaction
• Able to communicate complex topics clearly in German (C2) and English
• Highly structured and process-driven, even in fast-moving environments

Nice to have

• Exposure to compliance, information security, risk, or GRC topics
• Experience building or improving CS processes and tooling from scratch

What they offer

• 100% remote work with virtual office in Gather
• Competitive salary at or above market rates
• Generous equity package
• €1,000 annual personal development budget
• 26 days holiday plus local public holidays
• Latest tech equipment and home office budget