Customer Success Manager

GermanyRemoteFull-timemid

Customer Success ManagerCustomer

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Quick Summary

Requirements Summary

2+ years of experience as a Customer Success Manager working with technical products in a SaaS environment.

Technical Tools

Customer Success ManagerCustomer

This is an opportunity to manage a portfolio of approximately 40–60 Mid-Market customers across their full lifecycle.
You’ll act as a strategic advisor, helping customers translate their goals into measurable business outcomes.
The role combines onboarding, adoption, customer health management, retention, and expansion support.
You’ll collaborate closely with Account Management, Technical Support, Product, Solutions, and Engineering teams.
Success in this role depends on curiosity, strong problem-solving, commercial awareness, and the ability to influence customers.
You’ll also help customers adopt AI-powered solutions while contributing to the evolution of Customer Success practices.
The environment is remote, collaborative, and designed for people who enjoy autonomy, ambiguity, and continuous learning.

Manage a dedicated portfolio of approximately 40–60 Mid-Market customers, serving as their strategic partner throughout the customer lifecycle.
Lead customer onboarding, including kickoffs, milestone reviews, and guidance toward the first measurable outcomes.
Develop a strong understanding of customer objectives and translate them into measurable, mutually agreed success plans.
Provide proactive and consultative guidance through strategic touchpoints and value-focused conversations.
Monitor customer health and adoption trends, identifying risks early and taking action to address potential blockers.
Partner with Account Management on retention and expansion opportunities while coordinating with Technical Support, Product, Solutions, and Engineering when additional expertise is required.
Own customer escalations from identification through resolution, maintaining clear communication and customer confidence throughout the process.
Advocate for customer needs internally by sharing feedback and contributing to improvements in the product and overall customer experience.
Encourage AI adoption across the customer portfolio by helping customers leverage AI-powered solutions and applying AI-native approaches to Customer Success.
Contribute to the wider Customer Success organization by sharing best practices, improving playbooks, and participating in webinars and enablement initiatives.

Requirements

~1 min read

2+ years of experience as a Customer Success Manager working with technical products in a SaaS environment.
Experience communicating with software developers and engaging with customers on technical topics.
Strong customer-centric mindset, with the ability to form clear opinions and provide strategic, consultative advice.
Demonstrated ability to understand the business context behind customer requests and identify underlying needs rather than simply addressing surface-level issues.
Strong organizational and prioritization skills, with the ability to manage multiple customers and competing priorities effectively.
Comfort working in ambiguous or complex situations, combining business understanding, technical curiosity, and creativity to solve customer challenges.
Strong communication, relationship-building, influencing, and problem-solving skills.
Fluency in French, Russian, and/or Spanish is highly valued.
Experience with lifecycle messaging is considered a plus.
Comfortable using AI tools to improve productivity, customer outcomes, and ways of working.
Ability to work remotely and collaborate effectively across distributed, cross-functional teams.