Customer Success Manager

Tomorro; München; Vor Ort; EUR 60.000 - 75.000; Vollzeit

Zusammenfassung

A growing SaaS company in Germany seeks a German-speaking Customer Success Manager. In this role, you will manage a portfolio of 30 customers, driving their success from onboarding through to renewal. This role requires a minimum of 3 years' experience in customer success or onboarding management within the B2B SaaS sector. The ideal candidate will possess excellent commercial discussion skills and be organized to handle multiple projects effectively. Fluency in English is essential.

Qualifikationen

• Minimum 3 years experience with a similar sized customer portfolio in B2B SaaS.
• Ability to drive business reviews with C-level customers.

Aufgaben

• Manage a portfolio of 30 customers, both Mid-Market and Enterprise.
• Drive success throughout the customer journey from onboarding to renewal.
• Identify adoption and business impact levers through reviews.

Kenntnisse

Experience in CSM or onboarding manager

Commercial discussion skills

Customer Relationship Management

Organized and rigorous

Entrepreneurial mindset

Fluent in English

Jobbeschreibung

Tomorro is scaling fast in Germany, and we’re hiring our first German-speaking CSM to build a top-tier local Customer Success experience. You will manage a growing portfolio, act as a strategic partner to your customers, and make sure they adopt Tomorro successfully, see clear business impact, and stay with us long term. This is a full‑cycle, hands‑on role at the heart of our German expansion.

Your mission

• Manage a portfolio of 30 customers (ARR between €20K‑€60K), both Mid‑Market and Enterprise
• Drive success throughout the entire customer journey: kick‑off, onboarding, deployment, adoption, expansion and renewal.
• Identify adoption and business impact levers (usage, ROI, satisfaction) through regular business reviews.
• Detect, qualify and close upsell/cross‑sell opportunities.
• Ensure portfolio retention by fighting churn risk and negotiating renewals.
• Answer support tickets for German customers
• Build content in German for the local customers (help center and e‑elearning)
• Be the voice of the customer internally and contribute to the continuous improvement of the product and customer experience.

Expected Impact

After 6 months

• Manages the first customers in autonomy
• Successfully onboards and deploys Tomorro on new customers
• Masters the product and Tomorro’s value proposition
• Detects and addresses risk over the portfolio
• Creates the most critical content in German (help center and e‑learning)

After 12 months

• Proactively and strategically manages portfolio by prioritizing accounts depending on opportunities and assessed risks
• Manages renewals within the right timing
• Identifies and closes upsell opportunities over the portfolio
• Creates a full e‑learning program in German
• Supports AEs in closing deals by showcasing value from existing customers

Must‑Have

• Experience in CSM OR onboarding manager on a similar sized customers / portfolio (3 yrs minimum) in a B2B SaaS / software company
• Appetite for commercial discussions (renewals & upsells)
• Customer Relationship Management (notably experience of driving business review with C‑level, and good listening skills)
• Organized and rigorous to handle multiple projects simultaneously
• Entrepreneur / hands‑on mindset
• Fluent in English

Nice to Have

• Managed upsells, cross‑ells and/or renewals
• Proven track record of implementing processes
• Deployed SaaS tools over multiple departments
• Fluent in French
• 30‑minute call with Mathilde (Business Recruiter): A chance for us to introduce ourselves, share more about Tomorro, and see if our expectations align.
• 1 hour background interview with Caroline (Head of Customer Experience): A deeper discussion about the role, your experiences, and your expectations.
• 1h Business Case interview with Caroline et Anne‑Thais (Team Lead & CSM): We know your time is valuable, so we’ve designed a case that won’t take too long but will give us a good sense of your skills.
• 30‑minute interview with Thibaut (Co‑founder & Country Manager): To understand your ambition and motivations for joining Tomorro.
• Reference check: We’ll reach out to your references to complete the process.