This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in Germany.
As a Customer Success Manager, you will own the success and growth of a portfolio of strategic customers by helping them achieve measurable business outcomes. You will work at the intersection of customers, product, sales, and engineering teams to improve adoption, efficiency, and long-term value. This role goes beyond traditional account management, combining customer advocacy, technical understanding, and commercial expertise to drive meaningful impact. You will lead improvement initiatives, identify growth opportunities, and use data-driven insights to strengthen customer relationships. In a fast-moving, remote-first environment, you will have the autonomy to solve complex problems and contribute to the evolution of innovative AI-powered solutions.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in Germany.
As a Customer Success Manager, you will own the success and growth of a portfolio of strategic customers by helping them achieve measurable business outcomes. You will work at the intersection of customers, product, sales, and engineering teams to improve adoption, efficiency, and long-term value. This role goes beyond traditional account management, combining customer advocacy, technical understanding, and commercial expertise to drive meaningful impact. You will lead improvement initiatives, identify growth opportunities, and use data-driven insights to strengthen customer relationships. In a fast-moving, remote-first environment, you will have the autonomy to solve complex problems and contribute to the evolution of innovative AI-powered solutions.
Accountabilities
- Own a portfolio of Growth and Strategic customer accounts from post-onboarding through long-term success, ensuring measurable outcomes and customer value.
- Develop and execute customer success plans aligned with operational goals, customer experience metrics, and business objectives.
- Analyze customer performance, identify improvement opportunities, and lead structured action plans with clear ownership and timelines.
- Drive improvements across key success metrics, including automation rates, resolution efficiency, customer satisfaction, retention, and expansion.
- Manage renewal conversations and proactively identify, develop, and close expansion opportunities based on demonstrated customer value.
- Build strong relationships with senior stakeholders, including customer experience leaders and executives, while confidently navigating business discussions.
- Partner with product, engineering, sales, and services teams to translate customer needs into actionable solutions and product improvements.
- Provide technical guidance, explain product capabilities, support integrations, and recommend best practices for complex use cases.
- Lead customer education initiatives, including training sessions, workshops, webinars, documentation, and product enablement materials.
- Contribute customer insights, competitive intelligence, and feedback to internal teams to improve product strategy.
- Mentor colleagues and support team development through knowledge sharing and collaboration.
- 3+ years of experience in Customer Success Management, account management, or strategic client-facing roles involving technical and complex software solutions.
- Previous experience working in startup environments, with the ability to adapt quickly, manage ambiguity, and take ownership of outcomes.
- Proven success managing enterprise customers, including renewals, expansions, and commercial negotiations; experience closing a $100k+ deal is preferred.
- Strong experience working with complex organizations and multiple stakeholders across customer accounts.
- Background in e-commerce, customer experience, SaaS, AI, automation, or related technology industries is strongly preferred.
- Experience collaborating closely with product and engineering teams to deliver customer outcomes.
- Technical understanding of AI/ML solutions, conversational AI, automation platforms, APIs, and workflow design.
- Hands-on experience with prompt engineering, AI agent development, conversation optimization, or building AI-powered workflows.
- Ability to analyze customer usage data, market trends, and business metrics to create actionable strategies.
- Strong commercial mindset with the ability to connect customer outcomes to cost savings, efficiency improvements, and revenue impact.
- Excellent communication, presentation, problem-solving, and stakeholder management skills.
- Self-directed, proactive, curious, and comfortable challenging existing processes to achieve better results.
- Ability to operate effectively in a fast-paced, remote, and continuously evolving environment.
- Competitive salary package with equity or stock grant opportunities.
- Fully remote work environment with flexibility to work from anywhere.
- High level of ownership and autonomy with the opportunity to solve meaningful customer and business challenges.
- Opportunity to work on cutting-edge AI technology and contribute to building a new category of solutions.
- Learning and development budget to support professional growth.
- Access to premium AI tools and resources to enhance productivity and experimentation.
- Globally distributed, async-first culture with low bureaucracy and strong focus on trust and ownership.
- Opportunity to work closely with innovative brands and deliver solutions that create measurable business impact.