Customer Success Manager (f/m/d)

Alpas AI; Berlin; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work environment

Office in Berlin, Prenzlauer Berg

Direct collaboration with founders

Job summary

Alpas AI in Berlin seeks a Customer Success Manager (f/m/d) to drive adoption, retention and expansion across a mid-market B2B SaaS portfolio. You will own relationships, onboard customers effectively and ensure value realization while coordinating with sales to secure renewals and upsell opportunities.

In this hybrid role, you will build trusted relationships with executives and users, run scalable onboarding, and shape Success Plans tied to measurable KPIs.

Qualifications

• 3+ years in a B2B SaaS customer success or account management role with proven retention and expansion results.
• Experience managing multiple mid-market accounts and driving measurable outcomes.
• Fluent in German and English; strong stakeholder and project management skills.

Responsibilities

• Own a portfolio of mid-market B2B customers to drive adoption, retention and expansion.
• Build trusted relationships with executive sponsors and operational users.
• Run scalable onboarding programs that shorten Time-to-Value and accelerate product adoption.
• Create and execute standardized Success Plans tied to customer goals and KPIs.
• Identify churn risk and upsell opportunities; translate insights into action plans.
• Monitor customer health and proactively mitigate risks.
• Advise Product Management via Voice of the Customer; improve playbooks and processes.

Skills

Customer Success Management

Account Management

Stakeholder management

CRM & analytics tools

German & English fluency

Data-driven decision making

Tools

CRM software

Analytics tools

Job description

As a Customer Success Manager (f/m/d) at Alpas, you will be the primary driver of value for your accounts. In this role, you balance customer success with commercial ownership: you manage relationships, ensure smooth onboarding, and help customers achieve outcomes that drive product adoption. At the same time, you use these strong relationships to proactively secure contract renewals and drive expansion opportunities.

Tasks

• Own a portfolio of mid-market B2B customers to drive adoption, retention and expansion
• Build trusted relationships with key stakeholders (executive sponsors and operational users)
• Run scalable onboarding programs that shorten Time-to-Value and accelerate product adoption
• Create and execute standardized Success Plans tied to customer goals and measurable KPIs (e.g., adoption, usage, renewal)
• Use product and usage data to identify churn risk and upsell/cross-sell opportunities - translate insights into clear, actionable plans
• Monitor customer health (usage, engagement, support trends) and proactively mitigate risks
• Communicate customer needs and product feedback to Product Management - act as the Voice of the Customer
• Improve Customer Success playbooks and processes to enable consistent, scalable outcomes across the team

Requirements

• 3+ years of Customer Success Management (or commercial Account Management) in a B2B SaaS environment with proven results in retention and expansion
• Track record of managing multiple mid-market accounts and delivering measurable outcomes
• Strong stakeholder management and project management skills - able to influence at executive and operational levels
• Comfortable working with CRM, customer-success and analytics tools (experience translating data into action)
• Native-level German and fluent English
• Nice to have: experience in procurement, supply-chain management or procurement tech startups
• Affinity for tech and data-driven decision making

Benefits

• Working in a fast-paced environment with challenging tasks (zero-boredom-guarantee)
• High ownership and the freedom of managing your own projects
• Direct collaboration with the founders
• Rapid professional development & leadership opportunities with steep learning curve
• Personal Projects GTM
• Inclusive company culture with a diverse team
• A hybrid work environment and a nice office in Berlin, Prenzlauer Berg

WHAT WE VALUE

• Honest, fast, and open collaboration as well as strong communication skills
• Resourceful self-starters who hold themselves to high standards, have attention to detail, are intrinsically motivated & eager to learn on a daily basis
• Proactive hands-on working style with passion for customer-facing tasks
• Team members who are excited about our mission & tech
• If you’re thrilled to have a business impact and like the startup spirit, we’d love to talk to you!