+WeCreate Media

Senior Customer Success Manager – all genders

+WeCreate Media

full-time

Posted on:

Location Type: Remote

Location: Germany

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Job Level

Senior

About the role

  • Develop and implement strategies to reduce churn and increase customer satisfaction based on KPIs.
  • Onboard, proactively support, and assist our customers in using our data platform.
  • Analyze customer feedback, usage patterns, and market data to identify improvement opportunities.
  • Work closely with Sales, Marketing, and Product teams to understand and communicate customer needs.
  • Build and maintain long-term customer relationships through regular communication, training, and support, including on-site visits to key accounts.
  • Develop best practices and success stories to serve as references for existing and prospective customers.
  • Bring prior experience and provide mentoring within our Customer Success team.

Requirements

  • Several years of experience in Customer Success Management within a B2B SaaS company.
  • Proven track record of reducing churn and increasing customer satisfaction and retention.
  • Experience monitoring and leveraging Customer Success KPIs such as churn rate, Net Promoter Score (NPS), Customer Lifetime Value (CLTV), Customer Health Score, Time to Value (TTV), and expansion revenue to drive business outcomes.
  • Strong analytical skills and a deep understanding of customer needs and behavior.
  • High initiative, proactive work style, and a strong interest in technology, artificial intelligence, and software solutions.
  • Excellent communication skills in German and English.
  • Experience leading and motivating remote teams is a plus.
Benefits
  • A small, family-like team and environment with flat hierarchies, short decision-making processes, and an informal, open communication culture.
  • Balanced work-life through flexible working hours (flexitime model).
  • Flexible remote work policy.
  • Regular team-building events in Vienna to keep team spirit alive while working remotely.
  • Workations are also part of our philosophy.
  • Contribution of your own ideas and strategies is explicitly encouraged :)
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Success ManagementB2B SaaSCustomer Success KPIschurn rateNet Promoter Score (NPS)Customer Lifetime Value (CLTV)Customer Health ScoreTime to Value (TTV)expansion revenuedata analysis
Soft Skills
analytical skillsproactive work stylecommunication skillsmentoringrelationship buildingteam leadershipcustomer supporttraininginitiativemotivation