Customer Success Manager

About the role

Title: (Senior) Customer Success Manager
Location: Munich or Berlin
Language: German native + English fluency
WFH Policy: 3 days in office
Industry: AI Sales Enablement (B2B SaaS)
Product: AI Revenue Intelligence Platform
Size & Functions of Local Team: Customer Success currently led by CS Lead; this is one of the first CS hires

Role Description:
Opportunity to join early and help define Customer Success at a fast-growing, VC-backed startup. In this role, you’ll be the first point of contact for customers throughout their journey – from onboarding to adoption and long-term success. You’ll work closely with the CS Lead and play a critical role in scaling the function, improving customer outcomes, and contributing directly to product and company growth.

This is a hands-on role focused on CS execution combined with CS process design and setup. The role is positioned for future leadership as the team scales.

Key Responsibilities:

Customer Ownership: Own customer relationships post-signature across onboarding, adoption, success, renewal, and expansion

Proactive Success Management: Drive value realisation, monitor usage data, identify risks early and take action

Onboarding & Enablement: Lead onboarding alongside the Value Engineering team, including data transfer and training

Strategic Partnership: Build long-term relationships and support customers through value creation and success planning

Cross-functional Collaboration: Work closely with the Value Engineering team (technical implementation, onboarding, prompt engineering, integrations)

Value Measurement & ROI: Drive and report on KPIs including usage, NRR, and customer health

Customer Insight Loop: Provide structured feedback to product and go-to-market teams

Growth Perspective (for the Candidate):

Join early and shape the CS function in a growing tech company

Strong performance can lead to team leadership opportunities

Exposure to cross-functional collaboration across product, sales, and leadership

Clear ownership and measurable impact on customer outcomes

Must-Haves:

3+ years experience in CS / Account Management in a B2B SaaS setting

Strong technical affinity – experience working with implementation or technical teams

Data literate – comfortable working with adoption metrics and product usage data

Experience in early-stage SaaS or scale-up environments

Strong communication skills in both German and English

Nice to Haves:

Experience in mid-market B2B verticals (e.g. logistics, manufacturing, wholesale)

Familiarity with CS processes, tooling, and onboarding best practices

Background in consulting or technical onboarding roles a plus

Compensation & Benefits:

Base Salary: €65,000 – €80,000

Bonus: 15% target bonus based on:

Net Revenue Retention (40–50%)

Logo Retention (20–30%)

Adoption Score / Usage Metrics (10–20%)

Qualitative Metrics (10–20%) – e.g. case study contributions, NPS > 8

Contract Type: Permanent

Vacation: 30 days

Benefits:

Modern hardware setup (Mac or Windows)

Subsidised Wellhub & Jobrad

Regular team events + annual offsite

Flat hierarchies & fast progression

Performance Metrics (KPIs):

Net Revenue Retention: Target 105%

Key KPIs: Time to value / billing, product usage/adoption, customer health

Bonus heavily weighted towards measurable retention and adoption outcomes

Hiring Process:

First Interview with Hiring Manager

Case Study (in person ideally) with CS Lead + Chief of Staff

Final Round: Meeting with CPO