Customer Success Manager

DeskFlow; Deutschland; Remote; EUR 78,000 - 112,000; Full time

Job summary

DeskFlow is seeking a relationship-focused professional to own a portfolio of client relationships, run reviews, and route work inside the delivery team so the client never has to know who does what. You will own retention and be the single point of contact, actively monitoring performance and client health.

You should be able to read a P&L and participate in accounting conversations, communicate clearly in writing, and deliver tough news early when needed.

Qualifications

• Experience owning client relationships and retention in a services or B2B SaaS setting.
• Able to read a P&L and follow an accounting conversation.
• Genuinely good written communication.
• Most of this job is writing.

Responsibilities

• Own a portfolio of client relationships as their single point of contact
• Run recurring reviews that are about their business, not our activity log
• Route work inside the delivery team so the client never has to know who does what
• Spot risk early — slowing responsiveness, scope drift, a champion who left — and act on it
• Identify where a client has outgrown their tier, and make that case honestly

Skills

Client relationships

Retention management

Written communication

P&L understanding

B2B SaaS domain

Job description

Be the person our clients actually rely on — holding the relationship, catching problems early, and making sure the service is worth what it costs. Our clients do not want to think about their back office. Your job is to make that true, and to notice when it is stopping being true before they do. This is a relationship role with operational teeth. You would hold a book of clients, run their reviews, route work inside the delivery team, and own retention — which at our stage is the number that matters more than any other.

What you would do

• Own a portfolio of client relationships as their single point of contact
• Run recurring reviews that are about their business, not our activity log
• Route work inside the delivery team so the client never has to know who does what
• Spot risk early — slowing responsiveness, scope drift, a champion who left — and act on it
• Identify where a client has outgrown their tier, and make that case honestly

What we are looking for

• Experience owning client relationships and retention in a services or B2B SaaS setting
• Operationally credible — you can read a P&L and follow an accounting conversation
• Genuinely good written communication
• most of this job is writing
• Comfortable delivering bad news early rather than good news late
• Authorized to work in the United States