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About the role
Key responsibilities & impact- Customer support & onboarding: You use scalable approaches to support many customers and provide tailored onboarding and support for high-potential or at-risk accounts.
- Product usage & health: You analyze usage trends to identify opportunities to strengthen customer engagement and deliver more value.
- You independently implement strategies that improve customer retention and product adoption.
- Churn and risk management: By continuously monitoring customer data, you detect early signs of churn or dissatisfaction and develop targeted measures to minimize risks and retain customers long-term.
- Account growth: Together with the Sales team, you identify and drive expansion opportunities to realize the full potential of each account.
- Product feedback: You actively collect customer feedback and help our product team continuously improve the product.
- Data management and documentation: You ensure high data quality in the CRM by documenting interactions and identifying automation opportunities.
- Projects: You lead projects that contribute to the advancement of Customer Success.
- Leadership: You lead and take functional responsibility, managing and delegating tasks within a 2–3 person team.
Requirements
What you’ll need- 2–3+ years' experience as a Senior Customer Success Manager in a SaaS company.
- Fluent in German and English.
- Strong analytical thinking with a sense of ownership and initiative.
- Skilled at identifying root causes and finding sustainable solutions through open communication.
- Experience identifying up- and cross-selling opportunities.
- Ability to prioritize and execute tasks based on customer needs, business impact, and expansion potential.
- Commitment to data quality and accuracy; consistently addresses relevant data-related topics.
- Initial experience in process design, automation, and scaling.
- You thrive in dynamic environments, adapt quickly to challenges, and maintain a positive attitude.
Benefits
Comp & perks- A highly motivated and committed team that values a great working atmosphere.
- All necessary work equipment provided, including a new MacBook and more.
- 100% remote work — offices available in Hamburg, Malaga, and Barcelona.
- Generous vacation policy above the Spanish average.
- A dynamic environment that encourages your professional development.
- An exciting and challenging role where you actively contribute to the company's success and growth.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportonboardingdata managementCRMprocess designautomationcustomer retentionproduct adoptionanalytical thinkingup-selling
Soft Skills
leadershipcommunicationinitiativeproblem-solvingadaptabilityteam managementprioritizationcustomer engagementpositive attitudeownership