Customer Success Manager

Role Overview

The Customer Success Manager will lead customer relationships at decision-making level, focusing on contract extension, growth, and structured feedback to the product team. The role involves responsible management of customer relationships, securing contract extensions, leading Jour Fixes and Business Reviews, and mediating customer feedback.

What You Will Do

The Customer Success Manager will prioritize customer feedback, give it structured to Product/Dev, and take over business-level escalation management for critical customer issues. They will also support the coordination of new product feature testing with selected customers and bring themselves into the account strategy with Sales/Consulting.

Why It Might Be a Fit

The ideal candidate has at least 4 years of experience as a Customer Success Manager or Key Account Manager in the B2B SaaS/data/analytics environment, with a proven success record in contract extension and expansion. They should be communicative, structured, and resilient, with strong language skills in German and English.

Requirements

• At least 4 years of experience as a Customer Success Manager or Key Account Manager in the B2B SaaS/data/analytics environment
• Proven success record in contract extension and expansion (renewal rate, upsell)
• Strong language skills in German and English
• Experience in the pharmaceutical/healthcare or retail media/e-commerce industry
• Experience in building or expanding a customer success function
• Basic understanding of agile collaboration with Dev teams

Benefits

• Perspectives: own further education budget
• Responsibility & a great team: task areas with a lot of room for initiative, creativity, and responsible thinking and acting
• Mobile: jobrad leasing for work or leisure commute
• Catering: subsidy for lunch
• Carefree office kitchen: everything your heart desires
• Benefits, benefits, benefits: various employee discounts and numerous sports and fitness offers
• Team events: occur from time to time and strengthen our cohesion
• Work from anywhere: find your workplace, whether cozy from home, in the exclusive office in the center of Munich, or work from anywhere with up to half a year abroad