Senior Customer Success / Key Account Manager (m/f/x)

emlen GmbH; Berlin; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A growing B2B SaaS company in Berlin is looking for a Customer Success Manager to lead customer engagement and retention strategies. You will foster relationships with mid-sized and large customers, driving measurable outcomes across all customer stages. Requires 3+ years in Customer Success with a focus on growth. This role offers remote work with occasional in-person meetings.

Leistungen

Competitive salary

30 days of holiday

Support for further education and training

Company events

Diverse and inclusive culture

Qualifikationen

• 3+ years of proven experience in Customer Success or Account Management within a B2B SaaS environment.
• A track record of owning mid-sized to enterprise accounts and driving measurable growth.
• Strong project management skills and success managing high-touch, strategic customer relationships.

Aufgaben

• Build deep, trusted relationships with customers to ensure smooth adoption.
• Design and implement account plans to protect and grow ARR.
• Lead strategic conversations and act as a sparring partner to senior stakeholders.

Kenntnisse

Customer relationship management

Project management

Strategic thinking

Fluency in German

Jobbeschreibung

Shaping the B2B Sales Future

At emlen, we’re rethinking how B2B sales and buying works.

Because modern deals don’t close with just one decision-maker - they involve entire buying teams, each with different questions, priorities, and timelines.

That’s why we built emlen : a multi-awarded Digital Sales Room software that turns scattered follow-ups into one clean, personal space buyers actually want to use.

Teams at PwC, TeamViewer, Makersite, Radancy, Babbel, Kumavision and many others already use emlen to simplify complex sales and speed up decisions.

Now, we’re ready to take Customer Success to the next level - and we’re looking for someone who’s excited to own that journey.

The Difference You'll Make

You’ll lead CS at a key moment in our growth.

It’s your chance to shape the way we support, retain, and grow our customer base - working directly with our founding team, sales, and product.

From onboarding new champions to guiding strategic accounts - your impact will be felt across the entire customer lifecycle.

Here’s what you’ll be working on :

• Build deep, trusted relationships with our mid-sized and large customers, ensuring smooth adoption and strong long-term engagement
• Design and implement account plans to protect and grow our ARR
• Lead strategic conversations and act as a sparring partner to senior stakeholders
• Identify churn risks early and roll out scalable retention and health-monitoring strategies
• Partner with Product to channel customer insights into the roadmap
• Collaborate with Sales to uncover and enable expansion opportunities through strong adoption

Bonus if you bring it :

Help us explore ways to better support SMBs at scale — from segmentation to low-touch workflows

Candidate Snapshot

You’re not here to “manage accounts” — you’re here to drive outcomes. You love being close to customers, thrive in ambiguity , and know how to build structure in chaos.

What you bring :

3+ years of proven experience in Customer Success or Account Management within a B2B SaaS environment

A track record of owning mid-sized to enterprise accounts and driving measurable growth

Strong project management skills and success managing high-touch, strategic customer relationships — including senior stakeholder engagement

Experience improving and scaling processes — you know when to build and when to optimize

A touch of sales flair or commercial curiosity — you know how to spot an expansion opportunity

German fluency required for customer-facing conversations

Nice-to-haves :

Experience supporting SMBs through scalable, low-touch workflows

Exposure to product-led environments and how CS fits into that motion

Work (almost) from Anywhere

Celebrate the freedom of a100% remote workplacethat adapts to your rhythm. While we offer the flexibility to work from almost anywhere, we’re looking for candidates based withintrain distance from Berlinand aligned withCET working hours, to ensure smooth collaboration across the team. This role involvesoccasional on-site meetings with strategic customersacross the DACH region.

We also ask everyone to commit to :

One in-person strategic meeting per quarter, and

Two team events per year

Why You'll Love Working Here

Become a part of an energized team of passionate and driven people with a clear vision for growth

Build something from the ground up, backed by the trust and freedom to innovate

Enjoy the assurance of a competitive salary that recognises your expertise and ambition

We (financially) support your further education and training

Recharge with 30 days of holiday

Two company events each year, plus enjoy various benefits that keep our remote culture thriving.

Values at the Heart of Our Work

We seek collaborative creativity in our diverse team

We are buyer-centric at our heart

We apply a Doer's mindset to every endeavor

We embrace growth through a healthy Feedback Culture

Navigating Your Application

Introduction call with our People Manager

Interview with our GTM Co-founder

Case study with our GTM Co-founder, and Head of Sales

Product Interview + Cultural Interview with Co-founders

About us

At the heart of our company is a vibrant and diverse team of professionals, each bringing their unique perspectives and experiences from across the globe. We are proud to be a 100% remote organization, a choice that reflects our commitment to fostering diversity and inclusivity. This approach not only allows us to tap into a wide range of talents but also enriches our culture with more than 7 different nationalities already represented in our team. We firmly believe that embracing diversity in all its forms – be it race, gender, nationality, or any other aspect – is key to our success and innovation. Join us in our mission to create a dynamic, inclusive, and forward-thinking workplace where every voice is valued and every team member can thrive.

We're looking forward to receiving your application! Max, Marc and Kristian, three co-founders of emlen.