Customer Success Manager (m/f/x)

GLS/NXT; Berlin; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work environment

Learning budget €1,000 for learning

30 days of holiday

Office in Berlin Mitte

Bonus program

Team events

Job summary

GLS/NXT seeks a Customer Success Manager to own relationships with customers connected to our out-of-home delivery platform. You will be the first contact, know their numbers, and move initiatives across product, engineering, data and commercial to deliver customer outcomes.

You will drive adoption, shape roadmaps based on customer input, and generate actionable insights from Looker, Mixpanel and SQL/BigQuery.

Qualifications

• Experience in customer success or account management in a B2B SaaS or logistics-tech environment.
• Proven track record of moving KPIs, not just maintaining relationships.
• Hands-on with data and able to turn numbers into a clear story.

Responsibilities

• Own customer relationships from onboarding through steady-state growth.
• Drive adoption and performance KPIs per customer, such as platform utilisation and integration health.
• Resolve blockers by coordinating GLS/NXT teams to solve issues.
• Turn customer requirements into prioritized roadmap input and separate market requests from platform needs.
• Generate insights from platform and operational data to inform customer actions.
• Lead monthly reviews and quarterly deep-dives per customer and track resulting actions.

Skills

Customer success

Account management

Cross-functional collaboration

Communication

Tools

Looker

Mixpanel

SQL/BigQuery

Job description

About the Role

We are looking for a Customer Success Manager to own the relationship with the customers connected to our out‑of‑home (OOH) delivery platform.

You will be the first contact for our customers. You know their numbers, and when a customer is stuck, you are the one who gets things moving inside GLS/NXT. You work at the intersection of product, engineering, data and commercial, and you are measured on customer outcomes rather than on activity.

This role is perfect for someone who likes owning results across organisational boundaries, is comfortable with data, and can hold their own with a customer's operations director in the morning and our engineering leads in the afternoon.

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

Nice to have

• German language skills
• Experience in logistics, parcel delivery or out‑of‑home delivery
• Familiarity with APIs or platform integrations

What we at GLS/NXT offer

• Dynamic workplace: A digital environment with international projects and space to learn and grow.
• Flexible work environment: Hybrid working mode with a tailored remote policy. Professional growth: A personal budget of €1,000 for learning and development initiatives. Modern workspace: Great office space in Berlin Mitte with top‑tier equipment.
• Competitive compensation: A transparent salary package that reflects your expertise and experience.
• Bonus system: A clear bonus model that lets you share in your own and the team's performance.
• Engaging team culture: Monthly team cooking, regular events and offsites. Vacation: 30 days of holiday per year.
• Referral rewards: Rewards for recommending new team members.

Even if you do not meet every single requirement, we encourage you to apply if you believe you are well‑suited for the role and can contribute meaningfully to our team.

About GLS/NXT

GLS/NXT was founded with the mission to build the next generation of logistics experiences driven by technology: core, adjacent and beyond. More specifically, our sphere of interest is the logistics and eCommerce sector. We are entrepreneurs and hence always start with the user's needs. We are located between corporate and startups and leverage the benefits of both: startup speed and corporate muscle. GLS/NXT is home to different project teams, which act as startups with business responsibility and set their own vision and mission. GLS/NXT is part of GLS IT Services GmbH.

Commitment to Diversity

GLS/NXT is an equal opportunity employer, which means we do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression. We celebrate diversity and are committed to creating an inclusive environment for all employees.