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

DONE!Berlin; Deutschland; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

SPARETECH, a leading software provider for manufacturing, is seeking a Customer Success Manager to drive retention and growth in the DACH region. You will own the post-sales journey, from onboarding to renewals and upsells, ensuring customers realize value from our spare parts data optimization platform.

You will build strong relationships with decision-makers, deliver proactive outreach, arrange on-site visits and regional events, and travel 2–4 times per month.

Qualifikationen

• Substantial experience in CS models and customer segmentation for mid-stage B2B SaaS.
• Operationally focused with ability to prioritize and manage multiple responsibilities.
• Willingness to travel 2–4 times per month across the DACH region.
• Deep product knowledge to resolve issues and drive adoption.
• Manufacturing industry experience is a plus.
• Fluent in German and English.

Aufgaben

• Own post-sales journey from onboarding to renewals and upsells.
• Build relationships with key decision-makers and drive retention.
• Represent SPARETECH at customer events and meetups.
• Collaborate with CS team and VP to improve processes and tools.
• Provide feedback to product teams to improve adoption.

Kenntnisse

Process design

CS models

Customer segmentation

CRM systems

Jobbeschreibung

We are DONE!Berlin, an international consulting company that specializes in helping fast-growing companies of all sizes navigate the ever-changing world of work. Among other things, we help our clients attract the best talent for their company.

Our client SPARETECH is transforming the way manufacturing companies manage their spare parts data. Their software helps industrial businesses optimize spare parts processes, improve data quality, and increase efficiency across global production networks.

As a Customer Success Manager, your mission is to drive customer retention, growth, and satisfaction by building strong, long-term partnerships and developing a deep understanding of SPARETECH’s products

Responsibilities

• Take Ownership: Own the post-sales journey of our customers from handover to onboarding, usage, renewals, and upsells within the defined scope
• Build Relationships: Connect with our customers and strategically develop your customer base through pro-active outreach, on-site visits, dedicated events such as webinars and roundtables, or publication of whitepapers
• Present SPARETECH: Represent us at customer events and our own regional meetups
• Lead by Example: Fully dedicate yourself to self-leadership, driving your personal and professional development while strengthening each member of your team
• Improve Together: Work with the Customer Success Management team and VP Customer Success to continue to develop our processes, tools and product

Qualifications

• Bring Experience: Have substantial experience and a clear understanding of process design, CS models, and customer segmentation in mid-stage companies (post-Series A/B) and you know how to reduce time-to-value, expand business, and maintain 90%+ retention rates and low churn in B2B SaaS Enterprise segment
• Are Operationally Focused: Can prioritize tasks, work independently, and own multiple responsibilities across different hierarchy levels
• Build Rapport Easily: Connect with key decision-makers and are willing to travel 2-4 times per month to further create relationships and build a vital customer community in DACH region
• Tech focused: You build up deep product knowledge to thrive on technical challenges, proactively resolve client issues, optimize product adoption, and ensure seamless integration to drive customer satisfaction and retention
• Understand Manufacturing: Have firsthand experience with manufacturing processes and know the manufacturing industry from the inside
• Speak Fluently: Are proficient in both German and English