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Enterprise Customer Success Manager

deepset

Berlin

Remote

EUR 60.000 - 80.000

Vollzeit

Vor 2 Tagen
Sei unter den ersten Bewerbenden

Zusammenfassung

A leading software company in Berlin is seeking a strategic Enterprise Customer Success Manager. In this role, you’ll manage key customer relationships, ensuring successful adoption and driving retention and growth. Ideal candidates will have over 4 years of experience in customer success within a B2B SaaS environment, alongside strong communication skills and a customer-centric approach. This remote-first position offers a flexible setup and competitive benefits.

Leistungen

Remote-first setup
30 days vacation
Competitive salary
Monthly sports allowance
Annual learning budget

Qualifikationen

  • 4+ years in Customer Success, Account Management, or related roles in a B2B SaaS environment.
  • Proven track record in managing and expanding enterprise accounts.
  • Ability to communicate complex technical products customer-centrically.

Aufgaben

  • Own the post sales Customer Journey for assigned enterprise accounts.
  • Drive retention and growth ensuring customers obtain meaningful value.
  • Collaborate with Sales to identify and support upsell opportunities.

Kenntnisse

Customer Success
Account Management
Stakeholder Management
Data Analysis
Communication

Tools

Salesforce
CRM platforms

Jobbeschreibung

TL;DR

We are looking for a strategic, commercially-minded Enterprise Customer Success Manager to join our small, but mighty, CS team. In this role, you’ll own relationships with our most important customers, ensuring their long-term success while actively uncovering new opportunities to expand our footprint.

Acting as their trusted advisor, helping them realise the full value of our solutions, and playing a key role in driving retention, expansion, and account health across your portfolio.

Why deepset

At deepset, we’re on a mission to make custom AI solutions accessible to every organization. With Haystack, thousands of developers build advanced LLM applications every day, while our enterprise-ready AI Platform helps companies turn large language models into business value. We’re remote-first, flexible, and built on a culture of trust and ownership. You’ll collaborate with top-tier tech talent, tackle meaningful challenges, and help transform complex AI into solutions that are simple, powerful, and ready for the real world.

What You Will Do

  • Own the post sales Customer Journey for assigned enterprise accounts, ensuring long-term success and value.
  • Develop and execute Customer Success plans; including onboarding, adoption, training, and success metrics alignment.
  • Drive retention and growth by ensuring customers achieve meaningful outcomes and value from our solution.
  • Act as the voice of the customer internally, partnering with Product, Engineering, and Sales to champion customer needs.
  • Lead quarterly business reviews (QBRs), value realisation check-ins, and strategic roadmap and customer goal alignment.
  • Collaborate with Sales to identify, qualify, and support upsell and cross-sell opportunities.
  • Use data to monitor customer health, identify risk, and implement strategies to drive renewals and expansion opportunities.
  • Assist with building Customer Success programs and processes to improve customer experience and engagement.
  • Maintain high levels of customer satisfaction and ensure clear documentation in CRM and other systems.

Requirements

  • 4+ years in Customer Success, Account Management, Consulting, or related roles in a B2B SaaS or enterprise software environment.
  • Proven track record of success in managing, retaining and expanding enterprise accounts.
  • Ability to understand complex technical products and communicate them in a customer-centric way.
  • Strong commercial acumen, able to spot growth opportunities and work with sales to unlock them.
  • Excellent stakeholder management, presentation and communication skills, tailoring engagement from users to C-suite.
  • Highly organised, proactive, and comfortable owning outcomes with minimal oversight.
  • Data-driven approach to understanding customer behavior, driving decisions, informing strategy and measuring success.
  • Experienced with Salesforce or other CRM platforms.

Nice to have

  • Experience working with enterprise customers.
  • Experience working in a remote-centric startup environment.
  • Experience with technology, ideally AI/ML, open-source, or B2B SaaS developer-facing products.
  • Familiarity with Analytics platforms and CSP tools such as Gainsight.
  • Experience working with public sector, finance, or regulated industries.

Benefits

  • Remote-first setup with flexible hours & tech of your choice
  • 30 days vacation + extra days for family sick leave
  • Competitive salary & stock options for every team member
  • Monthly sports & mental health support allowance with Oliva
  • Annual learning & development budget
  • Monthly team socials & in-person meetups
  • Dog-friendly Berlin HQ

About Us

Founded in 2018, deepset builds open and enterprise-grade tools that help teams turn language into action. From Haystack, our open-source framework, to the deepset AI Platform, we give developers and organizations the building blocks to solve real problems with LLMs. Backed by GV and Balderton, we’re trusted by startups and global enterprises alike.

Visit us to learn more: Website | GitHub | Linkedin | X (Twitter)
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