Customer Success Manager (f/m/d)

Front Row Group; Hamburg; Hybrid; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Unlimited learning budget

OpenUp wellbeing

Bike leasing

Deutschland Ticket subsidy

Sunshine Office week

Job summary

Front Row Group in Hamburg is seeking a results-oriented Customer Success / Account Manager to serve as the main contact for a portfolio of clients leveraging Catapult. You will onboard accounts, drive adoption, monitor health, and steer renewals while identifying upsell and cross-sell opportunities.

Collaborating with sales, product development, and BI consultants, you will translate client needs into actionable recommendations, collect feedback, and present regular business reviews.

Qualifications

• You have 2-4 years of experience in Customer Success, Account Management, or a comparable client-facing role in SaaS or Ecommerce/Amazon consulting.
• You bring a track record of client relationships and retention/growth results.
• You understand customer needs and prioritise long-term success.
• You can explain technical topics to non-technical stakeholders.

Responsibilities

• You manage a portfolio of clients as their main point of contact and steer accounts toward business goals.
• Lead onboarding and adoption, ensuring clients leverage Catapult's features and reporting.
• Monitor account health, drive renewals and identify upsell/cross-sell opportunities.
• Collaborate with sales, product, and BI consultants to share insights and influence roadmap.
• Collect and analyse client feedback, turning it into actionable recommendations for platform improvements and training needs.
• Prepare and run regular business reviews and reporting for clients.
• You use CRM and project tools (HubSpot, Office Workspace, Asana) to track interactions and manage tasks.

Skills

Client-facing

Account management

German & English

SaaS knowledge

Education

Business/admin/marketing degree

Tools

HubSpot

Office Workspace

Asana

Job description

At Front Row, we partner with leading brands to accelerate their ecommerce growth. We leverage our capabilities and proprietary technology to design, market, distribute and accelerate brands on a global scale.
Our Catapult Team partners closely with clients, crafting solutions that empower brands to make well-informed decisions spanning marketing, logistics, sales, and product management.

If you have a few years of client-facing experience, enjoy building trusted relationships, and want to take on more responsibility, this role is perfect for you!

The role is full-time, location is Hamburg.

Responsibilities

You manage a portfolio of clients as their main point of contact, addressing inquiries and challenges related to Catapult and proactively steering each account towards its business goals.

You lead onboarding and adoption for your accounts, ensuring clients fully leverage Catapult's features and reporting capabilities.

You monitor account health, drive renewals and identify upsell and cross-sell opportunities across your portfolio.

You partner with sales, product development, and BI consultants to share client insights, influence the product roadmap, and improve overall client satisfaction.

You collect and analyze client feedback, turning it into actionable recommendations for platform improvements and additional training needs.

You prepare and run regular business reviews and reporting for clients, translating data into clear, actionable insights.

You use CRM and project management tools (such as HubSpot, Office Workspace, and Asana) to track client interactions and manage tasks efficiently.

You support and share best practices with junior colleagues where appropriate.

Requirements

You have a degree or training in business administration, marketing, communication, e-commerce, business informatics, or a related field, or equivalent practical experience.

You bring 2 - 4 years of experience in Customer Success, Account Management, or a comparable client-facing role, ideally within a SaaS or Ecommerce/Amazon consulting environment.

You have a track record of managing client relationships and contributing to retention and growth results.

You understand customer needs and consistently prioritize their long-term success.

You proactively identify challenges and develop practical solutions.

You have a solid understanding of SaaS products and are comfortable explaining technical topics to non-technical stakeholders.

You stay calm and organized under pressure, balancing multiple accounts and priorities with a clear head.

You are comfortable with change and quick to adjust to new situations.

You can clearly and effectively convey complex topics in German and English.

Experience with reporting software or BI tools, and familiarity with HubSpot, Office Workspace, Asana, or AI automations, is a plus.

Diverse projects across established German brands and fast-moving digital pure players

Full responsibility for your own projects and room to grow professionally

Unlimited learning budget and Gallup StrengthsFinder to support your development

A diverse, international team with more than 30 nationalities

Close collaboration with clients on equal footing and a straightforward, no-nonsense mindset

A modern office in the heart of Hamburg

Regular after-work events and team retreats

Your flexibility

Flexible working hours and remote work options

20 to 40 vacation days

One week per year to work from abroad at our Sunshine Office

Your wellbeing and perks

Mental wellbeing support through OpenUp

EGYM Wellpass

Bike leasing, pension plan, and subsidy of the "Deutschland Ticket"