Senior Customer Success Manager (m/w/d)

become.1

1d • Hybrid

About The Position

As a Senior Customer Success Manager (m/f/d), you will manage our strategic customer portfolio in the mid-market and enterprise segments. You will be the central point of contact for your accounts, guiding them through the entire customer journey – from structured onboarding and product adoption to long-term value creation. As we continue to build and expand our Customer Success department, you will help shape best practices, playbooks, and structures from the ground up.

Requirements

• Experience: At least 4-6 years of relevant professional experience in Customer Success, Key Account Management, or strategic management consulting – ideally in the SaaS/B2B environment with a focus on Mid-Market & Enterprise.
• Track Record: Demonstrable success in managing key CS metrics (NRR, Churn Reduction, Adoption Rates, Up-/Cross-Selling, NPS).
• Method & Tool Competence: Confident use of CRM and CS systems (e.g., Salesforce, HubSpot, Gainsight, ChurnZero) and a data-driven approach to managing health scores.
• Communication & Empathy: Fluent German and English skills, as well as a confident demeanor when moderating escalations and presenting at the executive level.

Responsibilities

• Holistic customer support: You will guide demanding Mid-Market & Enterprise customers through the entire lifecycle – focusing on high ROI, maximum product adoption, and strong NPS. You prefer customer contact and quick problem-solving through direct exchange.
• Onboarding & Value Delivery: You will lead complex onboarding projects, establish clear success metrics (Joint Success Plans), and shorten the time-to-value for your customers.
• Proactive risk management: You will monitor customer health scores, identify potential risks early, develop effective countermeasures, and act as a confident escalation point for critical challenges.
• Retention & Expansion: You will be responsible for increasing the Net Retention Rate (NRR) through targeted up- and cross-selling, as well as conducting strategic business reviews (QBRs/EBRs) at the C-level.
• Structure & Process Design: You will actively participate in the build-up and expansion of our Customer Success organization (e.g., scaling playbooks, optimizing onboarding, standardizing CS processes).

Benefits

• Flexible choice of your work location in our offices in Heidelberg, Munich, or Frankfurt am Main, as well as the possibility to work fully remotely.
• The opportunity to actively shape a growing Customer Success department and contribute your own ideas.
• A transparent development path to technical team leadership based on your individual successes.
• Attractive package: Salary consisting of a fixed and a variable component (OTE), tied to transparent goals (e.g., NRR, Churn, Health Score).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed