Senior Customer Success Manager – German-speaking

nilo

Senior Customer Success Manager responsible for the complete customer journey in a B2B SaaS startup. Driving client satisfaction and engagement throughout onboarding, support, and account management.

Posted 4/22/2026full-timeBerlin • 🇩🇪 GermanySeniorWebsite

About the role

Key responsibilities & impact

You guide our customers from day one in defining and successfully achieving their goals
You design an optimal SaaS customer experience across the entire customer journey — including onboarding, support, account management, and upselling
You conduct regular check-ins with customers to gather feedback, measure satisfaction, and identify opportunities for improvement
You analyze engagement metrics to uncover potential upsell and cross-sell opportunities
You proactively address customer concerns and, when necessary, escalate issues in close collaboration with internal teams to ensure timely resolution
You develop targeted communication strategies across multiple channels for your customers

Requirements

What you’ll need

Approximately 3+ years of experience as a Customer Success Manager, responsible for a large customer portfolio in a B2B SaaS startup/scale-up
Empathetic listener with excellent communication skills and the ability to engage stakeholders at all levels effectively
Strategic-analytical mindset combined with a strong sense of responsibility and an ownership mentality
Experience conducting negotiations
Structured work approach and the ability to prioritize effectively
Ability to work in a fast-paced environment, embrace new challenges, and maintain a proactive and optimistic attitude
Proficient with CRM software (e.g., HubSpot) and relevant tools (e.g., Excel)
Experience designing and delivering presentations
Fluent in German and English

Benefits

Comp & perks

Competitive salary and participation in the employee equity program (VESOP)
Free access to the nilo app, including family support
Discounted Urban Sports Club membership
Personal development budget
30 days of vacation
Up to 90 days of workation per year within the EU

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success managementB2B SaaSnegotiationdata analysisengagement metricspresentation designcommunication strategy

Soft Skills

empathetic listeningexcellent communicationstakeholder engagementstrategic mindsetanalytical mindsetownership mentalitystructured work approachprioritizationproactive attitudeoptimism