gertrud digital GmbH

Customer Success – m/f/d

gertrud digital GmbH

full-time

Posted on:

Location Type: Remote

Location: Germany

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About the role

  • Manage the entire post-sales lifecycle: onboarding, adoption, retention, and expansion
  • Continuously improve CS processes, playbooks, and tooling
  • Act as the primary point of contact for key accounts and build long-term customer relationships
  • Monitor customer health scores and proactively identify risks and opportunities
  • Collaborate with Customer Success Engineers and Support to resolve complex product or technical issues
  • Track CS KPIs and share insights with Product, Engineering, and Sales to drive product improvements
  • Support self-service channels such as our knowledge base and customer learning portal
  • Own operational excellence in the CS function and drive efficiency at scale

Requirements

  • Proven experience driving onboarding, retention, and renewals across multiple accounts
  • Familiarity with Rocketlane, Zendesk, or similar CS/support tools
  • Strong operational mindset — structured, analytical, and hands-on
  • Initial experience mentoring or coordinating small project teams (leadership potential)
  • Excellent communication and stakeholder management skills in English (German a plus)
  • A proactive, customer-first mindset and a passion for building scalable processes
Benefits
  • 100% remote work with full flexibility over your schedule
  • Transparent, trust-based culture in an international SaaS scale-up
  • Modern tools, data-driven processes, and fast decision-making
  • 2–3 offsites and workshops per year for strategy, connection, and team building
  • High level of autonomy and clear development paths
  • Opportunity to actively shape a fast-growing SaaS company
  • Steep learning curve in customer success, onboarding, software processes, and content creation
  • Close collaboration with our Customer Success and Product teams
  • Flexible working hours
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
onboardingretentionrenewalscustomer health scoresCS KPIsoperational excellenceprocess improvementanalytical skillsproject coordination
Soft Skills
customer-first mindsetcommunication skillsstakeholder managementleadership potentialproactive approach