Customer Success Manager (m/f/d)

DONE!Berlin; Berlin; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

DONE!Berlin is seeking a Customer Success Manager to own and develop relationships with customers using our client’s out-of-home delivery platform. You will be the primary contact, developing a deep understanding of performance metrics and ensuring challenges are addressed across the organization.

You will work across Product, Engineering, Data, and Commercial to drive outcomes. This role suits someone who thrives on ownership, cross‑functional collaboration, and using data to improve

Qualifications

• Experience delivering customer success in B2B platforms or SaaS.
• Track record of driving KPIs beyond relationship management.
• Hands-on data analysis using Looker, Mixpanel, SQL or BigQuery.

Responsabilités

• Own customer relationships from onboarding through steady‑state growth.
• Drive adoption and performance KPIs per customer and resolve blockers with GLS/NXT teams.
• Capture customer requirements to inform roadmap and prioritise input.
• Generate data‑driven insights and share best practices across markets.
• Lead monthly reviews and quarterly deep-dives with customers.

Connaissances

Customer success

Account management

Data analysis

English fluency

Cross-functional collaboration

Outils

Looker

Mixpanel

SQL

BigQuery

Description du poste

We are DONE!Berlin, an international boutique consultancy specializing in People, Culture, and Organizational Development.

For our client GLS/NXT, we are looking for a Customer Success Manager to own and develop relationships with customers using their out-of-home (OOH) delivery platform.

You will be the primary point of contact for customers, developing a deep understanding of their performance metrics and ensuring that challenges are addressed effectively across the organization. Working at the intersection of Product, Engineering, Data, and Commercial, you will drive customer outcomes and take ownership of resolving issues and improving performance.

This role is ideal for someone who enjoys taking ownership, working across organizational boundaries, and using data to drive results. You are equally comfortable discussing operational performance with a customer's Operations Director and collaborating with Engineering Leads to turn customer challenges into effective solutions.

What you will do

• Own customer relationships: Act as the main contact for connected customers across markets, from onboarding through to steady‑state growth
• Drive customer performance: Own adoption and performance KPIs per customer, such as platform utilisation and integration health, and deliver measurable improvement Resolve blockers: Spot what is holding customers back and bring in the right GLS/NXT teams to solve it
• Shape the roadmap: Turn customer requirements into prioritised roadmap input, and separate market‑specific requests from true platform needs
• Generate insights: Use platform and operational data (Looker, BigQuery, Mixpanel) to produce insights that customers act on, and share best practices across customers and markets
• Run a structured engagement rhythm: Lead monthly reviews and quarterly deep‑dives per customer and track the actions that come out of them
• Build growth cases: Identify growth opportunities per market and build the business case for them

What you bring

• Multiple years of experience in customer success, account or partner management in a B2B platform, SaaS or logistics‑tech environment
• A track record of moving KPIs, not just maintaining relationships
• Hands‑on with data: comfortable in Looker, Mixpanel or SQL/BigQuery, and able to turn numbers into a clear story
• Experience with technical products and integrations, and credibility with engineers and product managers
• Strong structuring and communication skills for business reviews, management reports and action follow‑up
• The ability to influence teams you do not manage, across functions and countries in Fluent English, both written and spoken