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Customer Success Manager, German-speaking
niloCustomer Success Manager supporting clients in mental health strategies and journey. Managing onboarding, support, renewals, and upselling in a SaaS environment with a strong focus on customer satisfaction.
About the role
Key responsibilities & impact- You support our clients 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 clients to gather feedback, measure satisfaction, and identify opportunities for improvement
- You analyze engagement metrics to uncover potential upsell or cross-sell opportunities
- You proactively address client concerns and escalate issues when necessary
- You develop targeted communication strategies across multiple channels for your clients
Requirements
What you’ll need- About 2+ 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
- Strategic, analytical mindset combined with a strong sense of responsibility and an ownership mentality
- Experience conducting negotiations
- Structured working style and ability to prioritize effectively
- Ability to work in a fast-paced environment
- 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
- Ambitious team, genuine collaboration, and regular team events
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer success managementB2B SaaSnegotiationdata analysispresentation design
Soft Skills
empathetic listeningcommunicationstrategic thinkinganalytical mindsetresponsibilityownership mentalitystructured working styleprioritizationadaptability