Manager of Customer Success - DACH(m/w/x)

Description

In this role, you will lead a team dedicated to ensuring customer success in the DACH market. Your focus will be on driving customer adoption and retention while fostering a culture of continuous improvement and collaboration across teams.

Requirements

• •Fluency in German and English
• •Experience leading a Customer Success or post-sales team in a SaaS or technology environment
• •Proven success driving customer adoption, satisfaction, and retention at scale
• •Deep understanding of customer lifecycle management and success planning frameworks
• •Strong data literacy and ability to interpret customer health metrics and operational KPIs
• •Excellent communication and influencing skills
• •Experience using CRM and Customer Success tools (Salesforce, Gainsight, ChurnZero or similar)
• •Empathy, organization, and commercial mindset

Tasks

• •Lead and develop a team of Customer Success Managers
• •Deliver exceptional onboarding and customer outcomes
• •Foster a culture of ownership and continuous improvement
• •Proactively manage customer health to achieve high GRR and NPS
• •Track and address risk indicators to minimize churn
• •Embed consistent processes for onboarding and success planning
• •Maintain accurate health and activity data in Salesforce
• •Partner with Account Management on renewals and expansions
• •Collaborate with Marketing on customer advocacy and case studies
• •Work with Product on Voice of the Customer feedback
• •Leverage customer data to identify trends and measure impact
• •Communicate progress to leadership
• •Recruit and onboard high-performing Customer Success Managers
• •Set clear goals and provide regular feedback
• •Create opportunities for team growth
• •Champion the customer in product and policy decisions

Tools & Technologies

Benefits