Customer Success Manager

Willidrop; Frankfurt; Hybrid; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

Willidrop in Frankfurt, Germany, is seeking a Customer Success Manager to own the relationship after a sale and drive onboarding, value realization, and customer insights across the service.

You will map each account’s transport workflow, set onboarding plans, monitor usage, and coordinate with operations to resolve issues quickly while pursuing expansion opportunities. The role blends hands-on account management with strategic impact.

Qualifikationen

• At least two years of experience in customer success, account management, customer operations, or comparable B2B role.
• A track record of owning customer relationships beyond the initial sale.
• Structured, empathetic communication with both operational users and senior stakeholders.
• Comfort using data to explain performance, prioritise accounts, and recommend action.
• Fluency in German and strong working English.
• Based in Germany or willing to relocate.

Aufgaben

• Own a portfolio of dealer, auction, fleet, and remarketing customers from onboarding through ongoing growth.
• Understand each customer’s transport workflow, goals, and operational constraints.
• Configure a clear onboarding plan and help teams adopt Willidrop in their daily work.
• Monitor usage, transport outcomes, open issues, and account health to act before risks become surprises.
• Run structured reviews that connect service data to the outcomes customers care about.
• Coordinate with operations to resolve issues quickly and communicate with clarity throughout.
• Identify opportunities for customers to move more volume or use the service more effectively.
• Turn recurring requests and friction into well-framed input for product and operations.

Kenntnisse

Customer success

Account management

Stakeholder communication

Data-driven decision making

German language

English language

CRM software

Analytics tools

Support tools

Tools

CRM software

Analytics tools

Support tools

Jobbeschreibung

Dealers, auction houses, and remarketers do not need another tool to manage. They need fewer calls,fewer unknowns, and confidence that their vehicles will arrive as promised.

As Customer Success Manager, you’ll own the relationship after a customer choosesWillidrop. You’ll make onboarding practical, turn usage into measurable value, and ensure customerinsight reaches the people building and operating the service.

What You’ll Do

• Own a portfolio of dealer, auction, fleet, and remarketing customers from onboarding through ongoinggrowth
• Understand each customer’s transport workflow, goals, and operational constraints
• Configure a clear onboarding plan and help teams adopt Willidrop in their daily work
• Monitor usage, transport outcomes, open issues, and account health to act before risks becomesurprises
• Run structured reviews that connect service data to the outcomes customers care about
• Coordinate with operations to resolve issues quickly and communicate with clarity throughout
• Identify opportunities for customers to move more volume or use the service more effectively
• Turn recurring requests and friction into well-framed input for product and operations

What We’re Looking For

Must-Haves

• At least two years of experience in customer success, account management, customer operations, ora comparable B2B role
• A track record of owning customer relationships beyond the initial sale
• Structured, empathetic communication with both operational users and senior stakeholders
• Comfort using data to explain performance, prioritise accounts, and recommend action
• Fluency in German and strong working English
• Based in Germany or willing to relocate

Nice-to-Haves

• Experience in automotive retail, remarketing, logistics, mobility, or workflow-heavy B2B software
• Experience leading implementations, pilots, or process change for customer teams
• Commercial confidence around renewals, expansion, and value conversations
• Experience with CRM, support, and analytics tools
• Another European language

You’ll do well here if you can be warm without being vague, commercially aware without losing thecustomer’s trust, and rigorous enough that no important follow-up disappears.

What You’ll Get

• Ownership of the customer journey while it is still being defined
• Direct access to founders, product, engineering, and operations
• The opportunity to build the customer-success playbook and its core metrics
• Close contact with the companies reshaping European automotive commerce
• Remote flexibility with regular on-site collaboration in Frankfurt

Your Interview Journey

• Initial Conversation 20 min

  Meet the founders, learn about our customers, and align on what excellent service means in anearly-stage company.

• Customer Deep Dive 45 min

  Discuss the accounts you have owned, the signals you watch, and how you have handled adoption orservice challenges.

• Working Session 45 min

  Build a simple onboarding and recovery plan for a realistic customer scenario.