Customer Success Manager, DACH

United States Digital Space LLC; München; Hybrid; EUR 150.000 - 190.000; Vollzeit

Zusammenfassung

United States Digital Space LLC is seeking a Munich-based Customer Success Manager to partner with our most strategic DACH customers, helping them unlock the full potential of Claude capabilities — API, Claude for Enterprise, and Claude Code.

You will build genuine partnerships, understand clients’ objectives, and guide adoption across consumption- and seat-based models, while shaping regional CS processes and collaborating with global teams.

Qualifikationen

• 6+ years in customer-facing roles in the DACH region.
• Experience expanding both consumption-based and seat-based models.
• Technical fluency for AI/ML concepts, APIs, and software patterns.
• Experience explaining technical products to diverse audiences.
• Strategic mindset to identify growth opportunities.
• Strong cross-functional collaboration and relationship management.
• Fluency in German and English.

Aufgaben

• Build trusting, strategic relationships with key DACH customer decision makers to understand business objectives and identify optimization opportunities.
• Become an expert in Claude products (API, Claude for Enterprise, Claude Code) to guide customers to the right solutions.
• Drive usage planning and understand current and future consumption/adoption to create value.
• Monitor usage patterns and address underutilization across API and seat-based products to maximize value.
• Communicate roadmap and product priorities to customers and internal Product teams.
• Document and quantify customer value realized through ROI and business outcomes.

Kenntnisse

Customer Success

DACH Experience

Technical Fluency

German & English

Account Management

Cross-functional

Jobbeschreibung

About the company

the company’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

Job DescriptionAbout the role

Join the company's Customer Success team as an Munich based Customer Success Manager as we pioneer the future of enterprise AI adoption. As a Customer Success Manager at the company, you'll be the strategic partner and trusted advisor to our most complex customers across DACH helping them harness the full potential of all our Claude capabilities - API, Claude for Enterprise, and Claude Code.

You’ll develop genuine partnerships with customers, gaining a deep understanding of their business objectives, strategic direction, AI vision, and technical needs. You’ll draw on both your business acumen and technical expertise to serve as a strategic advisor throughout their journey with us.

In partnership with the broader account team you will help customers identify the right Claude capabilities for their specific business objectives, working closely with them to provide best practices and guidance while supporting them as their usage (consumption & seat based) grows and evolves.

Your role focuses on helping customers scale their usage effectively, implement change management strategies, optimize use cases, and maximize the value of their investment through expanded use cases across their organization. The insights you gather from your customers will directly inform our research priorities, product development, and go-to-market strategies — making you a key voice in shaping how we build and deliver ongoing value as a business.

As one of our early CSMs in DACH, you’ll be a pioneer - helping to build regional processes, establishing new customer relationships, and representing the company's brand in a high-growth market. You’ll operate with significant autonomy while maintaining strong alignment with global teams, requiring someone who thrives in ambiguous environments and can work effectively across time zones.

Responsibilities:

• Build trusting, strategic relationships with key DACH customer decision makers to understand their business and objectives, identifying opportunities for optimization and expansion
• Become an expert in the company's products across API, Claude for Enterprise, and Claude Code, understanding the technical nuances and best practices for each to guide customers to the right solutions
• Leverage your deep knowledge of the customer and regional nuances to proactively drive usage planning, understanding current and future consumption/ adoption and how it creates realized value for the customer
• Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization across both consumption-based (API) and seat-based (Claude for Enterprise / Claude Code) products to drive full value from contracted commitments
• Serve as the customer’s thought partner, enhancing their knowledge of Claude products by socializing the company’s product roadmap, driving awareness on new products and engaging Product PMs as the voice of DACH customers
• Document and quantify customer value realized through business outcomes, ROI, and impact metrics to build compelling internal business cases for continued and expanded investment
• Identify potential use cases and lines of business not currently onboarded, partnering with customers to discover new applications for Claude across different departments, teams, and workflows
• Develop and execute change management strategies to drive end-user adoption and maximize value within customer organizations, including Train the Trainer programs, Center of Excellence development, and organizational enablement
• Own the customer experience across their lifecycle — managing comprehensive account and success plans grounded in the customer's business objectives, conducting Quarterly Business Reviews, and serving as the primary conduit between the customer and the company
• Build the company's brand and customer relationships as a member of the first in-region CS team, developing EMEA-specific processes, playbooks, and best practices where needed that account for regional business cultures

You may be a good fit if you have:

• 6+ years of experience in customer-facing roles (Customer Success, Consulting, Solutions Architect, Solutions/ Functional Consultant, Success Engineer or similar) in region
• Experience driving success across both consumption-based and seat-based business models, with understanding of different expansion levers and success metrics for each
• Technical fluency with ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns
• Experience explaining and demonstrating technical products to various audiences
• Strategic mindset to identify growth opportunities and translate them into actionable expansion plans
• Cross-functional collaborator who represents the customer in a positive, proactive manner, rallying everyone around paths forward that solve customer needs
• Strong project management skills and ability to manage multiple customer relationships
• Passion for AI and interest in responsible development of advanced systems
• Experience working in and building a growing region, while navigating across time zones with US-based headquarters
• A knack for bringing order to chaos and an enthusiastic “roll up your sleeves’’ mentality. You are a true team player
• Fluency in German and English

The annual compensation range for this role is listed below.

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary:

€150.000—€190.000 EUR

LogisticsMinimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength