Customer Success Manager

Jobtailor; Berlin; Vor Ort; EUR 55.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor seeks a Customer Success Manager to own a portfolio of mid-market B2B customers, driving adoption, retention and expansion. You will build trusted relationships with executive sponsors and operational users, run scalable onboarding programs, and create success plans tied to measurable KPIs.

Leverage product usage data to identify churn risk, collaborate with Product Management as the Voice of the Customer, and continually improve playbooks for scalable outcomes.

Qualifikationen

• 3+ years of Customer Success Management or commercial Account Management experience.
• Experience in a B2B SaaS environment with proven results in retention and expansion.
• Track record of managing multiple mid-market accounts and delivering measurable outcomes.
• Strong stakeholder management and project management skills.
• Ability to influence at executive and operational levels.
• Comfortable working with CRM, customer-success and analytics tools.
• Experience translating data into action.
• Native-level German and fluent English.

Aufgaben

• Own a portfolio of mid-market B2B customers to drive adoption, retention and expansion.
• Build trusted relationships with 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 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 scalable outcomes across the team.

Kenntnisse

Customer Success Management

B2B SaaS Experience

Stakeholder Management

Project Management

Data-Driven Decision Making

Account Management

Customer Health Monitoring

Voice of the Customer

Onboarding Programs

Churn Risk Identification

Tools

CRM Tools

Customer-Success Tools

Analytics Tools

Jobbeschreibung

• 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

Requirements

• 3+ years of Customer Success Management or commercial Account Management experience
• Experience in a B2B SaaS environment with proven results in retention and expansion
• Track record of managing multiple mid-market accounts and delivering measurable outcomes
• Strong stakeholder management and project management skills
• Ability to influence at executive and operational levels
• Comfortable working with CRM, customer-success and analytics tools
• Experience translating data into action
• Native-level German
• Fluent English
• Nice to have: experience in procurement, supply-chain management or procurement tech startups
• Affinity for tech and data-driven decision making
• Honest, fast, and open collaboration and strong communication skills
• Resourceful self-starter who holds high standards, has attention to detail, is intrinsically motivated and eager to learn
• Proactive hands-on working style with passion for customer-facing tasks
• Excitement about Alpas's mission and technology

Core Competencies

Demonstrates expertise in Customer Success Management within a B2B SaaS environment, focusing on customer adoption, retention, and expansion through data-driven decision making and effective stakeholder management. Proficient in creating actionable plans based on customer insights and monitoring customer health to mitigate risks.

Highest-signal resume keywords

• Customer Success Management
• B2B SaaS Experience
• Stakeholder Management
• Project Management
• Data-Driven Decision Making

ATS Optimization Keywords

Hard Skills

• Customer Retention
• Customer Expansion
• Onboarding Programs
• Success Plans
• Churn Risk Identification
• KPI Measurement
• Data Translation
• Account Management
• Customer Health Monitoring
• Voice of the Customer

Soft Skills

• Strong Communication Skills
• Resourceful Self-Starter
• Attention to Detail
• Proactive Working Style
• Collaboration

Industry Keywords

• Mid-Market Accounts
• Procurement
• Supply-Chain Management
• Procurement Tech
• B2B

Tools & Technologies

• CRM Tools
• Customer-Success Tools
• Analytics Tools