Customer Success Manager

• Responsible for a dedicated portfolio of existing customers and proactively guiding them through the entire customer lifecycle.
• Monitor KPIs and usage behavior, derive recommendations for action and develop strategies to increase customer satisfaction.
• Identify cross- and upselling opportunities and develop and coordinate implementation.
• Early identification of churn risks using data-driven forecasts.
• Analyze causes of churn, develop countermeasures and ensure long-term customer retention.
• Act as the “voice of the customer” and work closely with Sales, Product and Marketing.
• Feed customer feedback into the product roadmap and support product development based on market needs.

Customer Success Manager:in für Rogers KI-Assistenten für Zahnarztpraxen in Berlin

Customer Success Manager – Dental Startup

Customer Success Manager:in für Rogers KI-Assistenten für Zahnarztpraxen.
Betreuung von Bestandskunden, Churn-Reduktion und Wachstum durch Cross- und Upselling in Berlin.

• Manage onboarding of new B2B customers from contract signing through to a successful hire
• Serve as the primary point of contact for new customers during the initial phase
• Respond promptly and professionally to questions and requests via phone, email, and regular check-in calls
• Proactively identify support needs and reach out to customers
• Continuously improve and optimize onboarding and customer processes
• Take on eventual co-responsibility for expanding the Customer Success team
• Enhance the onboarding experience and related automations
• Collaborate with Sales, Product, Operations, and Customer Support to relay customer feedback
• Support a positive user experience and long-term customer satisfaction
• Conduct escalation conversations with dissatisfied customers
• Detect churn risks early and actively drive customer retention
• Handle critical customer cases and make autonomous, confident decisions

Customer Success Manager für B2B-Kunden bei Hamburger HR-Tech-Startup

Customer Success Manager für B2B-Kunden bei Hamburger HR-Tech-Startup.
Verantwortung für Onboarding, Retention, Eskalationen und Prozessaufbau im Remote-First-Team.

• Responsible for developing customers and their energy portfolios
• Ensure that individual assets are developed into scalable, economically successful hybrid power plants
• Continuously develop existing customers
• Quickly activate new customers for the commercialization of their energy assets
• Drive growth in existing customer portfolios through additional assets and new energy products
• Integrate new assets such as PV, green-energy storage and HPC (high-power charging) into existing customer portfolios
• Conduct structured portfolio reviews with customers to identify growth and optimization opportunities
• Actively drive growth of the marketed customer portfolio through new assets, storage and hybrid power plants

Energy Customer Success Manager growing energy portfolios for VISPIRON’s AI-powered trading platform

Energy Customer Success, Portfolio Growth Manager

Energy Customer Success Manager growing customer portfolios for VISPIRON’s AI-powered energy trading platform. Developing hybrid power plants, energy products, and long-term commercial partnerships.

• Own key metrics such as Customer Happiness, Product Adoption and MRR Growth
• Proactively support customers during implementation, adoption and strategic development
• Identify up- and cross-sell opportunities within the customer base and close expansion deals independently
• Use the MEDDIC methodology with key customers to qualify and close expansion opportunities
• Design and execute campaigns for customer retention, customer happiness and churn prevention
• Manage customer onboarding processes for the Document Automation Suite
• Participate in deal challenges and coaching sessions, develop revenue skills and maintain forecasts
• Work closely with the team, Sales and Marketing to maximize growth opportunities

Customer Success Manager für Caya, einen Anbieter automatisierter Dokumentenprozesse

Customer Success Manager für Caya, Anbieter automatisierter Dokumentenprozesse. Betreuung von SaaS-Kund*innen und Ausbau von Umsatz durch Up- und Cross-Selling.

• Build and continuously improve Help Center content and self-serve knowledge base
• Own incoming support tickets and respond to customer inquiries
• Help maintain high response quality while adapting support processes and channels
• Develop and maintain Amplitude dashboards
• Contribute to data-driven insights across the team
• Prepare presentations for Quarterly Business Reviews, Academy sessions, and other internal and external formats
• Contribute to initiatives driving product adoption
• Identify upselling opportunities and help prevent churn
• Act as the voice of the customer and translate customer needs into product requirements

Working student supporting customers using remberg’s industrial maintenance software

Working Student – Customer Success

Working student supporting customers using remberg’s industrial maintenance software.
Building help content, handling tickets, analyzing customer data, and supporting adoption and retention initiatives.

• Handle smaller platform configurations for customers, including adjustments to existing setups and templates
• Support reporting and investigate customer requests by identifying causes and documenting findings
• Maintain, revise, and add content to templates and the customer-facing Help Center
• Take on ongoing customer topics to support the Customer Success Manager team
• Learn about SaaS and innovation management through real customer projects

Working student supporting customer success for Munich-based SaaS innovation software company

Working Student Customer Success

Working student supporting customer success for innosabi’s SaaS innovation-management software. Configuring platforms, investigating customer requests, and maintaining Help Center content in Munich’s hybrid setup.

• Kund*innen ab dem ersten Tag begleiten, ihre Ziele zu definieren und erfolgreich zu erreichen
• Ein optimales SaaS-Kundenerlebnis entlang der gesamten Customer Journey gestalten, einschließlich Onboarding, Support, Account Management und Upselling
• Regelmäßige Check-ins mit Kund*innen durchführen, Feedback einholen, Zufriedenheit messen und Verbesserungsmöglichkeiten identifizieren
• Engagement-Kennzahlen analysieren, um Upsell- oder Cross-Sell-Möglichkeiten aufzudecken
• Proaktiv auf Anliegen von Kund*innen eingehen und Themen bei Bedarf in enger Zusammenarbeit mit internen Teams eskalieren
• Zielgerichtete Kommunikationsstrategien über verschiedene Kanäle für Kund*innen entwickeln

Customer Success Manager für nilo, eine SaaS-Plattform für mentale Gesundheit am Arbeitsplatz

Customer Success Manager für nilo, eine SaaS-Plattform für mentale Gesundheit am Arbeitsplatz. Betreuung der gesamten Customer Journey von Onboarding und Support bis Renewals und Upselling.

• Develop and implement a comprehensive Customer Success strategy for the gyde Academy and gyde Platform (SaaS)
• Build, lead and develop the 5-person Customer Success team
• Analyze and optimize the customer journey to maximize satisfaction and retention
• Contribute to pricing strategy for training and education offerings
• Collaborate closely with Sales, Marketing and Product to continuously improve offerings
• Strategically and operationally manage the Customer Success team
• Develop sustainable customer retention strategies
• Optimize Customer Success processes
• Ensure a first-class customer experience

Head of Customer Success bei gyde, Anbieter von E-Learning- und Weiterbildungsplattformen

Head of Customer Success

Head of Customer Success bei gyde, einem E-Learning-Anbieter. Steuerung des Customer-Success-Teams und Optimierung von Kundenbindung, Customer Journey und SaaS-Angeboten.

• Betreuung eines eigenen Kundenportfolios über den gesamten Customer Lifecycle – von Onboarding und Adoption bis hin zu Retention und Expansion
• Durchführung von Onboardingterminen und Unterstützung der Kund:innen beim schnellen Erzielen messbaren Mehrwerts mit plancraft
• Analyse von Nutzungsdaten, Health Scores und Portfolio-KPIs zur frühzeitigen Erkennung und Priorisierung von Chancen und Risiken
• Erstellung strukturierter Customer Success Pläne und Durchführung von Business Reviews
• Frühzeitiges Erkennen von Churn-Risiken und Einleitung gezielter Kundenbindungsmaßnahmen
• Identifizierung, Qualifizierung und eigenständiger Abschluss von Upselling- und Cross-Selling-Potenzialen
• Enge Zusammenarbeit mit Customer Support, Product, Revenue Operations, Sales und Marketing
• Einbringen strukturierten Kundenfeedbacks in Product- und Go-to-Market-Teams
• Weiterentwicklung von Playbooks, Dokumentationen und skalierbaren Customer-Success-Prozessen
• Aktive Mitgestaltung einer proaktiven und datengetriebenen Customer-Success-Organisation

Customer Success Manager für plancrafts SaaS-Lösung für Handwerksbetriebe

Senior Customer Success Manager

Customer Success Manager für plancrafts SaaS-Lösung für Handwerksbetriebe. Betreuung des Kundenlebenszyklus von Onboarding und Adoption bis Retention und Expansion.

• Partner with customers to turn desired business outcomes into actionable objectives
• Guide customers using knowledge of the GitLab platform, best practices, and use cases
• Guide customers through adoption and their customer journey
• Act as the GitLab liaison for questions, issues, and escalations
• Collaborate with Support, Product Management, Engineering, Sales, Professional Services, and other teams
• Own an assigned book of customers, focusing on adoption, retention, growth, and customer satisfaction
• Stay current on GitLab releases
• Provide immediate onboarding activities
• Build Customer Success Plans with critical goals and KPIs
• Program manage account escalations
• Provide insights on new GitLab features
• Support Services in identifying and recommending training opportunities

Customer Success Architect guiding German customers on GitLab DevSecOps adoption

Customer Success Architect

Customer Success Architect guiding German customers through GitLab’s DevSecOps platform adoption and business outcomes.
Serving as a technical liaison across customers, Support, Product, Engineering, Sales, and Professional Services.

• Betreuung der Bewertungen auf Trustpilot, Amazon, Google und weiteren Plattformen
• Freundliche und professionelle Beantwortung von Kundenbewertungen
• Beobachtung von Social Media, Foren und Communitys, z. B. Reddit, Facebook und YouTube
• Unterstützung bei der Lösung von Kundenproblemen gemeinsam mit dem Support-Team
• Identifikation wiederkehrender Kritikpunkte und Ableitung von Verbesserungsvorschlägen
• Erstellung monatlicher Reports zur Markenwahrnehmung und Kundenzufriedenheit
• Aufbau und Pflege einer positiven Online-Community
• Sammeln und Aufbereiten von Kundenstimmen, Erfolgsgeschichten und Testimonials
• Unterstützung bei der Erstellung von FAQ-, Hilfe- und Informationsinhalten
• Zusammenarbeit mit Produktentwicklung, Support und Marketing
• Weitergabe von Verbesserungspotenzialen an die Produktentwicklung
• Unterstützung beim internationalen Ausbau der Marke

Community- und Customer-Success-Manager für ZeroMOUSE, eine KI-Katzenklappenlösung von mousebouncer

Community & Customer Success Manager

Community- und Customer-Success-Manager für ZeroMOUSE, eine KI-gestützte Katzenklappenlösung.
Betreuung von Bewertungen, Communities und Kundenproblemen sowie Reporting und Produktfeedback für mousebouncer.

• Own a portfolio of mid-market B2B customers to drive adoption, retention and expansion
• Build trusted relationships with key stakeholders, including executive sponsors and operational users
• Run scalable onboarding programs to shorten Time-to-Value and accelerate product adoption
• Create and execute standardized Success Plans tied to customer goals and measurable KPIs
• Use product and usage data to identify churn risk and upsell/cross-sell opportunities
• Translate customer insights into clear, actionable plans
• Monitor customer health, including usage, engagement and support trends, and proactively mitigate risks
• Communicate customer needs and product feedback to Product Management as the Voice of the Customer
• Improve Customer Success playbooks and processes to enable consistent, scalable outcomes across the team

Customer Success Manager driving adoption, retention, and expansion for Alpas AI procurement software customers

Customer Success Manager driving adoption, retention, and expansion for Alpas’s AI procurement software customers in Berlin.
Managing onboarding, success plans, customer health, renewals, and commercial growth opportunities.

• Create and structure the knowledge base and user documentation, e.g., in GitBook
• Produce Help Center articles, guides, and tutorials for users
• Handle and analyze support requests via Zendesk
• Identify frequent support questions and derive new documentation articles
• Document customer feedback and communicate relevant product requirements to the product team
• Support onboarding projects for new customers
• Take ownership of smaller documentation or process projects
• Contribute to the ongoing development of Customer Success processes

Bezahltes Pflichtpraktikum bei HRTech-Scaleup Ankaadia für Customer Success und Knowledge-Base-Aufbau

Customer Success & Knowledge Base Intern

Bezahltes Pflichtpraktikum bei HRTech-Scaleup Ankaadia im Customer Success. Aufbau von Knowledge Base und Benutzerdokumentation sowie Unterstützung bei Support und Kunden-Onboarding.

• You will work directly with the leadership team and take full ownership of managing our hospital partners
• Onboarding & implementation: you will support the introduction of our software in hospitals from initial setup through to active daily use
• Pilot & rollout management: you will manage and optimize pilot projects and large-scale implementations across a heterogeneous hospital landscape
• Customer retention & growth: you will develop and implement strategies to increase renewal rates and drive targeted upselling and cross-selling in close coordination with Sales
• Customer journey: you will design a consistent, value-driven customer experience with clear, measurable success metrics (KPIs)
• Voice of the customer: you will be the customer’s voice within the team, systematically collecting customer feedback and feeding it into product development and strategic decisions
• Reference customer development: you will identify and develop strategic reference customer projects to accelerate our market growth
• Ad-hoc projects: you will address strategic questions from the leadership team related to Customer Success

Senior Customer Success Manager at AI-driven documentation solution company

Senior Customer Success Manager overseeing client partnerships for AI documentation solutions in healthcare. Collaborating with teams to ensure successful software implementation and customer satisfaction in a hybrid work environment.

• CRM, email & WhatsApp marketing: planning, execution & optimization of campaigns and automations (Klaviyo, ChatArmin)
• Development of targeted customer journeys for customers & partners
• Segmentation, A/B testing, performance analysis, etc., with a focus on retention & reactivation
• Collaboration & coordination
• Close alignment with Marketing, Design, Product & Copywriting
• Briefings & sparring for content, landing pages and lead campaigns
• Management of CRM processes using HubSpot, Typeform and Gorgias

CRM Manager developing email and CRM strategies at embelly

CRM & Email Marketing Manager

CRM Manager developing email and CRM strategies for a digital health startup, embelly. Focused on automating customer journeys and improving user experience for health products.

• Provide functional and disciplinary leadership for a CRM and Retention team.
• Responsible for developing the CRM and lifecycle strategy with a focus on sustainable growth and customer retention.
• Analyze relevant KPIs and derive data-driven optimization measures across the entire customer lifecycle.
• Design and optimize automated customer journeys across multiple CRM channels.
• Work closely with Performance Marketing, E‑Commerce and Product teams to continuously improve the customer experience.
• Prioritize projects and resources and promote an autonomous, data-driven way of working within the team.

Head of CRM leading retention strategies for a D2C brand

Head of CRM, Retention Lead – D2C

Head of CRM strategically developing retention for an established D2C brand. Focusing on sustainable growth with a cross-functional team in a fully remote role.

• You lead demo calls, actively listen, understand our customers' needs in the e‑commerce and SaaS sectors, and propose suitable solutions
• You independently handle support tickets and deliver fast, customer-oriented resolutions
• You work closely with our Onboarding & Automation team to ensure customer satisfaction and continuously improve our solutions
• You create content independently, such as blog posts, templates, or help pages, and actively contribute to implementing our AI & content strategy

Customer Success Manager at BuchhaltungsButler focusing on client needs in finance.

Customer Success Manager – FinTech, Financial Accounting (FiBu), DATEV experience

Customer Success Manager at BuchhaltungsButler, specializing in client needs for E-Commerce and SaaS finance solutions. Role includes leading demo calls, support ticket management, and content creation.

• Provide ongoing support to our SaaS customers in day-to-day operations
• Conduct onboarding, training, and structured introductions for new customers
• Analyze technical and process-related customer issues
• Develop and optimize help and onboarding structures
• Create FAQs, guides, and internal playbooks
• Identify recurring issues and translate findings into product improvements
• Collaborate closely with Product and Development teams
• Test new features from the customer’s perspective
• Build scalable Customer Success processes

SaaS Specialist improving customer success for a digital presence platform

Senior Customer Success Specialist, SaaS

SaaS Customer Success Specialist enhancing client interactions for a digital presence SaaS platform. Engaging with customers to streamline operations and improve product processes.

• Take responsibility for onboarding new customers and continuously improve the process
• Build long-term, trust-based customer relationships
• Manage customer communication via Intercom
• Collect and analyze customer feedback
• Actively help shape and build the customer success organization

Customer Success Specialist enhancing client success for a SaaS startup

Customer Success Specialist

Customer Success Specialist enhancing client relations and onboarding for a Berlin-based SaaS startup. Supporting the development of a robust customer success organization.

• Own the end-to-end onboarding experience for new B2B clients, ensuring a smooth and value-driven start
• Serve as the primary point of contact for a growing portfolio of clients, building strong relationships and driving retention
• Identify client needs and translate them into actionable product feedback for the founding team
• Develop and refine scalable processes for client communication, reporting, and success tracking
• Collaborate closely with the founders on operations, tooling, and internal workflows as the company scales
• Support upsell and expansion conversations by demonstrating product value and understanding client goals

Founding Operations & Customer Success Manager for an AI-focused B2B SaaS company

Founding Operations – Customer Success Manager

Founding Operations & Customer Success Manager supporting B2B clients in an AI-focused B2B SaaS company. Onboarding clients and refining processes in a fast-growing startup environment.

Customer Success Manager jobs in Germany

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Customer Success Manager – Dental Startup

Customer Success Manager

Energy Customer Success, Portfolio Growth Manager

Customer Success Manager

Working Student – Customer Success

Working Student Customer Success

Customer Success Manager

Head of Customer Success

Senior Customer Success Manager

Customer Success Architect

Community & Customer Success Manager

Customer Success Manager

Customer Success & Knowledge Base Intern

Senior Customer Success Manager

CRM & Email Marketing Manager

Head of CRM, Retention Lead – D2C

Customer Success Manager – FinTech, Financial Accounting (FiBu), DATEV experience

Senior Customer Success Specialist, SaaS

Customer Success Specialist

Founding Operations – Customer Success Manager