Senior Customer Success Manager

Madfish; Deutschland; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

A leading tech company in Germany is seeking a Senior Customer Success Manager for its Fluix team. The role involves managing a diverse customer portfolio, leading onboarding and adoption processes, and ensuring customer satisfaction. Ideal candidates should have 5-7 years in customer success within B2B SaaS environments. Responsibilities include negotiating renewals, driving upsell opportunities, and providing strategic insights to enhance customer engagement. Join an innovative workplace dedicated to professional growth and customer-centric culture.

Leistungen

Customer-centric culture

Professional growth

Impact on products

Innovative culture

Qualifikationen

• 5-7 years of experience in Customer Success or Key Account Management within B2B and SaaS environments.
• Proven success in owning renewals and reducing churn.
• Fluent in English; German is a plus.

Aufgaben

• Lead onboarding processes for new customers, ensuring smooth implementation.
• Act as the trusted advisor for accounts, building long-term partnerships.
• Own renewal negotiations and monitor account health to prevent churn.
• Identify upsell opportunities by highlighting new features.

Kenntnisse

Customer Success

Key Account Management

Communication

Problem-solving

Relationship-building

Data-driven mindset

Tools

HubSpot

Salesforce

Gainsight

Jobbeschreibung

Readdle is a pioneering force in the personal productivity space on Apple devices, having shaped the landscape since 2007. Our mission is to empower individuals and teams with innovative technology, enhancing their efficiency and creativity. We are dedicated to crafting exceptional mobile and desktop experiences for those who aspire to achieve more.

Currently, we are looking for a seasoned professional to join the Fluix team as a Senior Customer Success Manager.

Fluix is a B2B SaaS product under the Readdle umbrella. It’s a web app designed to help teams in field service industries work smarter, not harder. Our mission is to simplify complex processes such as inspections, compliance, and equipment monitoring, so our customers can focus on staying safe and productive. We’re proud to support businesses like RWE, Emerson, Siemens Gamesa, Multivac, and many other industry leaders around the world.

About the role

As a Senior Customer Success Manager at Fluix, you will own and manage a diverse customer portfolio, ranging from smaller‑scale teams to large enterprise accounts. As a senior team member, you will aim to raise the bar for excellence within customer success, lead by example, and mentor junior colleagues as well as peers. Your mission will be to reduce churn, drive product adoption, and ensure customers achieve lasting business value through Fluix.

What you will do

Onboarding & Adoption

• Lead onboarding processes for new customers of varying sizes, ensuring smooth implementation and strong early adoption. Create scalable approaches that help teams quickly realize value.
• Act as the trusted advisor for your accounts, engaging with stakeholders at different levels across organizations. Build long‑term partnerships by understanding customer goals, challenges, and success criteria.

Account Growth & Retention

• Own renewal negotiations directly, collaborating with your manager on strategy but taking responsibility for execution. Actively monitor account health to prevent churn and maintain strong retention rates.
• Identify upsell and cross‑sell opportunities within your accounts by highlighting new features, functionality, and integrations that align with customer needs.

Internal Focus & Leadership

• Collaborate cross‑functionally with Support, Sales, Marketing, Engineering, and Product to ensure customer needs are met, while sharing insights and influencing future improvements. Play a significant role in shaping our customer journey and roadmap with real‑world feedback.
• Bring expertise and external learnings to strengthen the team, raise performance bar, and encourage knowledge sharing. Help strategically shape the CS function at Fluix, with potential to grow into a leadership role over time.
• Use adoption metrics, usage patterns, and health scores to anticipate risks, surface opportunities, and guide your customer engagement strategy. Present findings internally to help align priorities.
• Keep an open eye for improvements and best practice implementation. Suggest ways for increasing digital fluency and existing processes efficiency.

About you

• 5-7 years of experience in Customer Success, Key Account Management, or a related role within B2B and SaaS environments.
• Proven success in owning renewals and reducing churn.
• Strong communication and relationship‑building skills, with the ability to get stakeholders’ buy‑in at multiple levels.
• Track record in functional and informal leadership will be an advantage.
• Data‑driven mindset with strong problem‑solving and strategic thinking abilities.
• Technical fluency with CRM and CS platforms (HubSpot, Salesforce, Gainsight); knowledge of integrations and APIs is highly desirable.
• Fluent in English (written and verbal); German is a plus.
• Dedicated, consistent, and motivated to influence not just customer outcomes but also how the CS function evolves at Fluix.

What you will get at Readdle

• Customer‑centric culture. We put our customers first. It means that every employee can benefit from interacting with our customers directly. It enables us to create and deliver the best solutions for millions of our users.
• Professional growth. We are professionals at everything we do. It means we own our decisions, our work, and our results. We provide quality feedback to others and welcome feedback as an opportunity to learn and improve.
• A team of amazing people. The greatest power we have is the team. It means we care about each other, ensure transparency, and invest in everyone's success.
• Impact on our products. We aim to create valuable products. It means that we improve ourselves constantly by overcoming constraints, simplifying our processes, and improving our capacity.
• Innovative culture. We try to be innovative and creative in everything we do. It means that we expect, appreciate and value new ideas.