Senior Customer Success Manager (gn) @ AI Data Venture, Hamburg or Berlin

FoodLabs; Hamburg; Sur place; EUR 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Equity + competitive salary

€500/year professional development budget

Urban Sports

JobTicket

Company pension (bAV)

Modern equipment

Résumé du poste

A dynamic SaaS startup in Hamburg is seeking a Senior Customer Success Manager to establish a world-class customer success function. You will have full ownership of building processes, driving revenue, and working closely with founders. The ideal candidate is entrepreneurial, experienced in B2B SaaS, and fluent in both English and German. This role offers equity, competitive salary, and flexibility in work location.

Qualifications

• Experience in customer success within B2B SaaS or consulting.
• Ability to create systems from scratch and adapt to ambiguity.
• Strong communication skills in English and German.

Responsabilités

• Define and build the customer success playbook.
• Analyze customer usage patterns and drive revenue.
• Conduct onboarding and strategic campaigns for retention.

Connaissances

Entrepreneurial mindset

Customer empathy

Strategic thinking

Fluent in English

Fluent in German

Description du poste

Senior Customer Success Manager (gn) @ AI Data Venture, Hamburg or Berlin

This is a Foodlabs portfolio company. Find out more about us and other opportunities in our portfolio here.

About the Venture

Ingestro is a well-funded, fast-growing SaaS startup (backed by General Catalyst, La Famiglia, Foodlabs, and top-tier angels) transforming how companies handle data integration. With 100+ customers ranging from startups to enterprises and strong product-market fit, we're scaling - and that's where you come in.

We're a team of 20+ building AI-powered data onboarding solutions that actually work. Now we need someone to ensure our customers extract every ounce of value from what we've built.

Hamburg or Berlin preferred, but remote is possible for the right candidate.

About the Role

This isn't a "slot into our process" role - we don't have a customer success playbook. You'll build one that actually works for our customers, our product, and our stage.

As our first customer success hire you'll define what world-class customer success looks like at Ingestro - then execute on it. You'll work directly with our founders to turn customer success into a strategic, revenue-driving function that scales with us.

If you've seen how great CS teams operate at later-stage companies and have been itching to build that yourself - with full ownership, zero bureaucracy, and direct impact on company trajectory - this is it.

What you'll own

• Define the playbook: Build onboarding flows, retention strategies, expansion frameworks, and success metrics from scratch.
• Drive revenue: Identify upsell opportunities, reduce churn, and prove CS as a growth engine, not just a cost centre.
• Be the customer voice: Work cross-functionally with Product, Engineering, and Sales to shape roadmap priorities based on real customer needs.
• Scale yourself: Document what works, hire when the time is right, and transition from doer to leader as we grow

Day to Day

• Onboard new customers and accelerate time-to-value
• Run strategic campaigns for retention and expansion
• Analyse usage patterns to identify risks and opportunities
• Create meaningful touchpoints throughout the customer journey
• Partner with Sales to land-and-expand efficiently
• Feed product insights back to the team to drive differentiation

What Success looks like

• 3 months: You've met our customers, mapped their use cases, and established trust as their go-to advocate. You're handling support seamlessly and have initial hypotheses about what drives success.
• 6 months: You've launched your first retention and upsell campaigns with measurable results. Sales collaboration is tight, and customers are actively engaging with your initiatives.
• 12 months: You've built a repeatable CS motion that drives measurable NRR growth. You own the function, and the company relies on your insights to guide product and GTM strategy.

About You

• You're entrepreneurial and builder-minded - you'd rather create systems than follow them.
• You've seen customer success done well in B2B SaaS, OR you come from consulting, operations, or VC with strong strategic thinking, customer empathy, and transferable skills.
• You're comfortable with ambiguity and energized by turning it into repeatable process.
• You think strategically but aren't afraid to roll up your sleeves.
• You're obsessed with customer outcomes, not just activity metrics
• You communicate exceptionally well in both English and German
• Bonus: You've been part of a scaling startup (10-100 employees) and understand what that journey looks like.

What we Offer

• Ownership: Work directly with founders, shape company strategy, and build a function from scratch
• Equity + competitive salary: VSOP package that reflects the impact you'll have
• Room to grow: €500/year professional development budget, plus the steepest learning curve of your career
• Flexibility: Remote-friendly, workation options, offices in Hamburg and Berlin
• Other perks: Urban Sports, JobTicket, company pension (bAV), modern equipment