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Doinstruct
last mo.

Senior Customer Success Manager(m/w/x)

Berlin
Full-timeOn-siteSenior

Description

As a Senior Customer Success Manager, you will take charge of a portfolio of corporate clients, guiding them through onboarding and ensuring they achieve their goals. This role involves building strong relationships, driving adoption, and identifying opportunities for renewal and expansion, all while collaborating with various teams to enhance the customer experience.

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Requirements

  • •4–8 years of experience in Customer Success, Account Management, or SaaS Consulting
  • •Familiarity with growth-stage SaaS environments (Series A–C)
  • •Comfort with sales collaboration
  • •Outcome-oriented mindset
  • •Confidence in value storytelling and adoption metrics
  • •Strong project and stakeholder management skills
  • •Collaborative mindset across Sales, Marketing, Product, and Support
  • •Calm, structured communication skills
  • •Ability to thrive in fast-paced, ambiguous settings
  • •Fluency in German

Work Experience

4 - 8 years

Tasks

  • •Manage a portfolio of corporate and large customers
  • •Guide customers from onboarding to adoption, renewal, and expansion
  • •Ensure clear outcomes and strong adoption for your accounts
  • •Lead Proof of Concepts (PoCs) for complex corporate customers
  • •Develop structured Success Plans aligned with customer goals
  • •Drive success through adoption and usage analytics
  • •Engage in strategic expansion conversations
  • •Collaborate with Account Executives on sales and post-sale strategies
  • •Work cross-functionally with Product, Support, and Marketing teams
  • •Incorporate customer feedback into product development
  • •Improve onboarding and lifecycle playbooks for large customers
  • •Build relationships with mid-sized and enterprise accounts
  • •Independently manage customer relationships post-onboarding
  • •Identify renewal and expansion opportunities within your portfolio
  • •Demonstrate proactive portfolio management for strong NRR
  • •Contribute to customer success playbooks and initiatives

Languages

German – Business Fluent

Benefits

Competitive Pay

  • •Competitive compensation

Bonuses & Incentives

  • •NRR-based bonus
  • •POC conversion incentives

Informal Culture

  • •Positive working atmosphere
  • •Communication at eye level

Other Benefits

  • •Maximum transparency
  • •Diversity and inclusion

Learning & Development

  • •Support for personal and professional development
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