Senior Customer Success Manager(m/w/x)

Description

As the first customer success hire, you will build the company's CS function from scratch, evolving from a hands-on advocate into a strategic leader who drives growth and shapes the product roadmap.

Requirements

• •Entrepreneurial mindset and self-driven work ethic
• •Ability to create and implement processes
• •B2B SaaS customer success, consulting, operations, or VC experience
• •Strategic thinking and customer empathy
• •Comfort with ambiguity and process development
• •Strategic thinking and hands-on mentality
• •Focus on customer outcomes
• •Strong messaging skills in English and German
• •Willingness to work in Hamburg or Berlin
• •Experience in a scaling startup (10-100 employees) advantageous
• •Bachelor's degree

Tasks

• •Define onboarding flows and retention strategies
• •Build expansion frameworks and success metrics
• •Identify upsell opportunities to drive revenue
• •Reduce churn and prove growth impact
• •Collaborate with Product and Engineering teams
• •Shape roadmap priorities based on customer needs
• •Document processes to scale the department
• •Hire and lead the future success team
• •Onboard new customers to accelerate value
• •Run strategic retention and expansion campaigns
• •Analyze usage patterns for risks and opportunities
• •Create touchpoints throughout the customer journey
• •Partner with Sales on land-and-expand initiatives
• •Map customer use cases and establish trust
• •Enable automations for efficient campaign management
• •Develop revenue strategies for top accounts
• •Drive measurable Net Revenue Retention growth

Tools & Technologies

Benefits