Customer Success Manager

We are a fast-growing SaaS startup developing a modern CRM and ERP system with deeply integrated artificial intelligence. Our focus is on creating tangible, measurable value for our customers. Rather than simply providing features, our platform actively supports the execution of tasks and processes—from lead management and campaigns to data analysis. Your Role As a Customer Success Manager, you’ll serve as the central point of contact between our customers and our product. You’ll ensure that our customers get the most out of our platform, guide them through the onboarding process, and strategically develop existing accounts. Responsibilities - Onboarding & Activation - Conducting structured onboarding sessions for new customers - Ensuring a fast “time-to-value” - Training and enabling customers - Customer Support & Development: Building and maintaining long-term customer relationships - Proactive support and regular check-ins - Identifying opportunities for optimization in usage Upselling & Expansion - Developing and implementing upselling and cross-selling strategies - Identifying growth potential within existing accounts - Working closely with Sales - Feedback & Product Development - Collecting and organizing customer feedback - Close coordination with the product and development teams - Contributing to the continuous improvement of the platform - Retention & Satisfaction - Reducing churn - Ensuring high customer satisfaction - Monitoring relevant KPIs (e.g., NPS, usage, retention) Qualifications - Mandatory: Several years of experience in **Customer Success at a SaaS company ** - Strong understanding of **digital products, SaaS models, and software solutions ** - Experience in onboarding customers as well as in building and developing customer relationships - Demonstrable success in **upselling, cross-selling, and account growth - Excellent communication skills** (written & verbal) and a confident manner when interacting with customers - Fluent in German and very good written and spoken English - Structured, self-directed, and solution-oriented approach to work - Strong customer focus and the ability to quickly understand and implement complex requirements Benefits Remote-first work environment (Germany) High level of autonomy and creative freedom Direct collaboration with founders and the product team Dynamic startup environment with fast decision-making processes Attractive salary + performance-based components Opportunity to actively contribute to the growth of a SaaS company

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