Customer Success Manager (Pioneer)

Bluebird Recruitment; München; Hybrid; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

A dynamic B2B SaaS company in the HVAC sector is hiring its first Customer Success Manager. This pivotal role involves onboarding and growing client accounts, focusing on churn prevention and relationship expansion. Candidates should have at least 2-3 years in Customer Success within SaaS startups and strong stakeholder management skills. The role offers a base salary of 60K-100K plus equity and additional perks like an Urban Sports Club membership, with opportunities to shape the CS function from the ground up.

Leistungen

Equity

Urban Sports Club membership

Flexible working hours

Qualifikationen

• 2-3 years of Customer Success experience in a SaaS company.
• Experience working in a startup environment.
• Proven customer-facing experience with Mittelstand clients.

Aufgaben

• Onboard, retain, and grow client accounts across pay segments.
• Run QBRs and track usage and customer health.
• Build CSM processes, dashboards, and playbooks.

Kenntnisse

Customer Success experience

Stakeholder management

C-level engagement

Business Solutions

Business Operations

Ausbildung

University degree (ideally partially technical)

Jobbeschreibung

Company: Mercura

Role: Customer Success Manager (CSM)

Location: Munich Germany

Language: German Native

WFH policy: Hybrid

Industry: B2B SaaS AI CPQ for construction supply chain (HVAC / plumbing / electrical)

Product: AI-driven quoting platform automating BOM ERP quote in minutes

Size and functions of the local team: Currently none this is the first CSM hire

Role description

First Customer Success Manager hire responsible for onboarding retaining and growing client accounts across HVAC plumbing and electrical verticals.

Takes over the client relationship post-sale from AE

Kicks off onboarding jointly with AE; onboarding takes several months

Focus on churn prevention customer engagement and relationship expansion

Collaborates with engineers on integrations when needed but the role does not require technical skills

Key responsibilities

• Will run QBRs track usage and customer health
• Expected to build CSM processes dashboards and playbooks no current KPIs in place

Book of Business: 1520 accounts (currently 17 clients)

Clients: German Mittelstand often with complex stakeholder environments including consultancies and PE firms

Key Metrics / Target

• Churn prevention
• Onboarding success
• Engagement (measured via new KPIs can be shaped by the CSM)

Deal sizes & Cycle: 100500K ARR / cycles are 38 weeks

Unique about the company

• Extremely high and clear ROI in a traditional industry ripe for innovation
• Strong founding team
• YC W25 - top 5% revenue performers; hit 1M ARR in 7 months post-launch
• Tight founder customer feedback loop
• Work directly with the founders to define and scale CS from scratch

Growth perspective

Grow into CS Lead. Opportunity to build the CS function processes and tooling from the ground up

Must haves

• University degree (ideally partially technical)
• 23 years of Customer Success experience in a SaaS company building on the CS motion
• Experience working in a startup environment
• Proven customer-facing experience with Mittelstand clients in traditional industries
• Strong stakeholder management and executive presence
• Experience engaging with C-level stakeholders (will talk with PE firms and consultancies)

Nice to haves

• Technical understanding
• Experience working with similar buyer personas

Hiring process

• Introductory meeting with Stefan (Founder)
• Follow-up with Lukas (Founder)
• In-person case study interview

Salary range & secondary benefits

60K-100K base 10% variable. Equity. Urban Sports Club membership.

Feedback windows and SLA

4-week deliverable window before reassessment. Bi-weekly check-in calls for updates and calibration. Slack channel for interview coordination and candidate feedback.

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type

Full Time