Customer Success Manager

Supy; Berlin; Hybrid; EUR 55,000 - 75,000; Full time

Job summary

Supy is seeking a Customer Success Manager in Berlin to drive customer satisfaction across Germany and the DACH region. In this role, you will manage customer onboarding and ensure they derive value from our inventory management solutions.

The ideal candidate has significant experience in customer success within B2B SaaS, alongside strong analytical skills and a deep understanding of restaurant operations. Fluency in German and English is required.

Qualifications

• 3–5+ years of experience in customer success or account management within B2B SaaS.
• Strong understanding of restaurant operations, procurement, and cost management.
• Full professional proficiency in German and English.

Responsibilities

• Guide restaurants through onboarding and ensure seamless integration.
• Build and nurture long-term relationships with restaurant stakeholders.
• Monitor account health and ensure high customer satisfaction.

Skills

Customer Success Management

Account Management

Analytical Skills

CRM Tools

B2B SaaS Experience

Restaurant Operations Knowledge

Education

Bachelor’s degree in business or related field

Tools

Salesforce

HubSpot

Gainsight

Job description

Supy is transforming the restaurant industry with a data-driven inventory management platform. Our solution enables multi-location restaurant groups to cut costs, reduce waste, and maximize profitability through real-time data, actionable insights, and time-saving automation. Join us in redefining restaurant operations through innovative technology and seamless customer experiences.

Role Overview

As a Customer Success Manager at Supy, you will be the key point of contact for our customers across Germany and the DACH region, owning the full post‑sale lifecycle from onboarding to long‑term growth. Your mission will be to ensure restaurant groups successfully adopt Supy and achieve measurable operational and financial impact.

This is a unique opportunity to shape how customer success is delivered in the region, with strong ownership and visibility in a fast‑growing SaaS company.

Customer Onboarding & Adoption

• Guide restaurants through smooth onboarding, ensuring seamless integration and adoption of Supy’s solutions.
• Train and support restaurant teams on platform features aligned with their operations.
• Drive engagement across core modules including inventory, procurement, and cost control.

Account Management & Growth

• Build and nurture long‑term relationships with stakeholders across restaurant teams.
• Act as a trusted advisor, providing insights to optimize operations and performance.
• Identify opportunities for account expansion and support renewal processes.

Customer Success & Retention

• Monitor account health, proactively identifying risks and ensuring high customer satisfaction.
• Resolve issues promptly in line with SLA commitments.
• Deliver tailored solutions by collaborating closely with internal teams.

Insights & Collaboration

• Track and analyze KPIs, preparing reports that demonstrate value and ROI.
• Relay customer feedback to product and internal teams to support continuous improvement.
• Contribute to overall business growth through customer success outcomes.

Qualifications

• 3–5+ years of experience in customer success or account management within B2B SaaS, hospitality tech, or POS/restaurant tech.
• Strong understanding of restaurant operations, procurement, and cost management.
• Ability to manage multiple customer accounts effectively.
• Analytical mindset with the ability to use data to drive decisions and insights.
• Familiarity with CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight).
• Strong customer‑centric mindset with a passion for helping clients succeed.
• Full professional proficiency in German and English, both written and verbal.

Preferred Attributes

• Bachelor’s degree in business, hospitality management, or a related field.
• Previous experience as a cost controller in restaurants.
• Experience in the F&B, hospitality, or restaurant tech space.
• Basic understanding of SaaS platforms and APIs.