Customer Success Manager (CSM) (m/f/d)

Wholix GmbH; Deutschland; Remote; EUR 50,000 - 75,000; Full time

Benefits offered by this job

Remote-first Germany

Autonomy & responsibility

Founders collaboration

Dynamic startup environment

Growth opportunities

Performance-based pay

Job summary

Wholix GmbH is seeking a Customer Success Manager to be the central link between customers and our product, guiding onboarding and strategically developing existing accounts. You will onboard structured sessions, build lasting relationships, and proactively support customers to maximize value.

In addition, you will develop upsell strategies, gather feedback for product improvements, and collaborate with Sales and Product teams to reduce churn and drive growth within a dynamic SaaS startup

Qualifications

• Several years of experience in Customer Success at a SaaS company.
• Strong understanding of digital products, SaaS models and software solutions.
• Experience in customer onboarding as well as building and developing customer relationships.
• Proven success in upselling, cross-selling and account growth.
• Excellent communication skills, written and spoken, and a confident presence in customer interactions.
• Fluent German and very good English skills, both written and spoken.
• Structured, responsible and solution-oriented working style.
• High customer orientation and the ability to quickly understand and implement complex requirements.

Responsibilities

• Conduct structured onboarding sessions for new customers.
• Provide proactive support and regular check-ins; build and maintain long-term customer relationships.
• Identify optimization potential in product usage and coordinate with the product team.
• Develop and implement upsell and cross-sell strategies with Sales.
• Coordinate closely with product and development teams and contribute to platform improvements.
• Monitor KPIs such as NPS, usage and retention to reduce churn.

Skills

Customer success

SaaS

Onboarding

Upselling

Account growth

Communication skills

German fluency

English proficiency

Analytical thinking

Job description

As a Customer Success Manager, you are the central link between our customers and our product. You ensure that our customers get maximum value from our platform, guide them through onboarding and strategically develop existing accounts.

Responsibilities

Onboarding & Activation

• Conduct structured onboarding sessions for new customers
• Ensure a fast “time to value”
• Train and enable customers

Customer Support & Development

• Build and maintain long-term customer relationships
• Provide proactive support and regular check-ins
• Identify optimization potential in product usage

Upselling & Expansion

• Develop and implement upsell and cross-sell strategies
• Identify growth potential within existing accounts
• Work closely with Sales

Feedback & Product Development

• Collect and structure customer feedback
• Coordinate closely with the product and development team
• Contribute to the continuous improvement of the platform

Retention & Satisfaction

• Reduce churn
• Ensure a high level of customer satisfaction
• Monitor relevant KPIs, for example NPS, usage and retention

Qualifications

• Mandatory: Several years of experience in Customer Success at a SaaS company
• Strong understanding of digital products, SaaS models and software solutions
• Experience in customer onboarding as well as building and developing customer relationships
• Proven success in upselling, cross-selling and account growth
• Excellent communication skills, written and spoken, and a confident presence in customer interactions
• Fluent German and very good English skills, both written and spoken
• Structured, responsible and solution-oriented working style
• High customer orientation and the ability to quickly understand and implement complex requirements

Role-Specific Benefits

• Remote-first working environment, Germany
• High level of responsibility and freedom to shape your work
• Direct collaboration with founders and the product team
• Dynamic startup environment with fast decision-making processes
• Attractive salary plus performance-based components
• Opportunity to actively contribute to the growth of a SaaS company