Customer Success Manager
Own the post-implementation customer lifecycle for German-speaking B2B SaaS accounts across EMEA, driving adoption, customer health, retention, and expansion. The role requires 3+ years of Customer Success or Account Management experience, native-level German and English, and hands-on experience with Gainsight, Salesforce, and Claude.
About the job
Responsibilities
- Own the post-onboarding, in-life customer relationship to drive retention, satisfaction, and advocacy.
- Monitor product usage and engagement to increase adoption and help customers achieve strategic goals.
- Assess customer health metrics, develop proactive engagement strategies, mitigate churn risk, and improve satisfaction.
- Design, test, and implement scalable post-implementation processes and workflows with EMEA Customer Success leadership.
- Identify cross-sell and upsell opportunities and partner with Sales to expand revenue within the account portfolio.
- Travel regionally for strategic meetings and business reviews with high-value accounts.
Requirements
- 3+ years of Customer Success or Account Management experience in a B2B SaaS environment, focused on post-onboarding lifecycle management, adoption, and retention.
- Native-level German and English proficiency, written and spoken.
- Hands-on experience with customer success, CRM, and AI platforms, including Gainsight, Salesforce, and Claude.
- Ability to manage KPIs, analyze customer health data, and translate metrics into actionable adoption strategies.
- Experience building and refining scalable operational processes for in-life account management.
- Strong relationship-building and stakeholder communication skills across hotel organizations, from executive leadership to front-of-house operations.
Nice to Have
- Experience in hospitality technology, hotel operations, or managing hotel accounts.
Compensation and Benefits
- Target cash compensation of €65,000–€80,000, including fixed annual salary and a quarterly performance-based bonus.
- Stock option grant, subject to board approval.
- Actual compensation depends on skills, experience, and specific work location.
Skills
Gainsight, Salesforce, Claude, B2B SaaS, Customer Success, Account Management, Kpi Management, Customer Health Metrics, Process Design, Product Adoption, Retention, Cross-Selling, Upselling, Hospitality Technology
Similar jobs
Customer Success jobs
Dandy
Remote
Provides expert clinical and technical support for aligner cases, advising doctors, resolving escalations, coordinating with the lab, and improving quality and training. Requires 5+ years in a high-volume dental lab and 3+ years of 3Shape CAD/CAM aligner design experience.
Dandy
Remote
Launch Trainer leads virtual and on-site onboarding for dental practices, teaches intraoral scanning and digital workflows, and provides post-launch coaching to drive adoption and successful ordering. The role requires clinical technology training experience, strong facilitation, customer communication, and organization.
Vanta
Remote
Owns post-sale relationships for mid-market customers, guiding onboarding, compliance adoption, renewals, and expansion. Requires 5+ years of SaaS Customer Success experience, executive relationship skills, strong retention results, and technical fluency.
Improbable
Remote
Build Bolter’s customer success function from scratch by onboarding operators, translating their business processes into automated blueprints, driving retention, and shaping the product through customer feedback. Requires 5+ years in customer-facing work, strong process-mapping ability, AI fluency, and excellent communication.
ElevenLabs
Dublin, IrelandOwn relationships, onboarding, adoption, renewals, and expansion for 40–50 enterprise customers across EMEA. The role requires 5–7 years of Customer Success experience in SaaS, commercial account-management expertise, strong communication, and fluency in English.