Senior Customer Success Manager (m/f/d)

Boardwise; Deutschland; Remote; EUR 70,000 - 100,000; Full time

Job summary

Boardwise is seeking a Senior Customer Success Manager in a fully remote role based in Germany. You will guide enterprise customers through onboarding, adoption, and value realization while consulting on governance and decision-making with C-level and senior stakeholders.

You will lead multi-stakeholder implementations, enablement sessions, and ongoing adoption programs, building strong relationships with board offices and executive teams. Fluent German and English are essential.

Qualifications

• Based in Germany.
• Fluent German (C1/C2).
• Several years of experience in Customer Success, Consulting, Change Management, SaaS implementation, or Account Management.
• Experience with enterprise customers and complex stakeholder structures.
• Strong communication and stakeholder management in German and English.
• Experience with tools such as Zendesk, HubSpot, Salesforce, Gainsight, or similar is a plus.
• Proven experience engaging with C-level executives and senior management.

Responsibilities

• Manage strategic enterprise customers across onboarding, adoption, retention, renewals, and expansion
• Lead implementation and change projects with multiple stakeholders
• Consult customers on governance, meeting preparation, collaboration, and decision-making processes
• Facilitate onboarding sessions, workshops, trainings, and enablement formats
• Identify adoption risks and develop clear actions to increase usage and customer value
• Build strong relationships with board offices, executive assistants, legal, governance, IT, and senior stakeholders
• Share customer feedback and insights with Product, Tech, Sales, and Leadership
• Improve CS processes, playbooks, and scalable enablement materials

Skills

Enterprise SaaS

Customer Success

Change Management

Stakeholder Management

Workshop Facilitation

German (C1/C2)

Consulting

Executive Engagement

Tools

Zendesk

HubSpot

Salesforce

Gainsight

Job description

Your mission

As a Senior Customer Success Manager at Boardwise, you will help our enterprise customers successfully implement, adopt, and scale Boardwise across their organisation. You act as a trusted advisor for board offices, executive assistants, governance teams, and senior stakeholders - combining customer success with consulting and change management.
Your focus is to guide customers through onboarding and adoption, identify organisational challenges, and ensure that Boardwise creates long-term value in their daily work.
Your responsibilities:

• Manage strategic enterprise customers across onboarding, adoption, retention, renewals, and expansion
• Lead implementation and change projects with multiple stakeholders
• Consult customers on governance, meeting preparation, collaboration, and decision-making processes
• Facilitate onboarding sessions, workshops, trainings, and enablement formats
• Identifyadoption risks and develop clear actions to increase usage and customer value
• Build strong relationships with board offices, executive assistants, legal, governance, IT, and senior stakeholders
• Share customer feedback and insights with Product, Tech, Sales, and Leadership
• Improve CS processes, playbooks, and scalable enablement materials

Your profile

• Based in Germany
• Fluent German C1/C2
• Several years of experience in Customer Success, Consulting, Change Management, SaaS implementation, or Account Management
• Experience working with enterprise customers and complex stakeholder structures
• Strong communicationand stakeholder management skills in German and English
• Ability to consult customers, lead workshops, and translate complexity into clear next steps
• Structured, proactive, hands-on, and customer-first mindset
• Experience with tools such as Zendesk, HubSpot, Salesforce, Gainsight, or similar is a plus
• Strong understanding of corporate decision-making processes and organizational hierarchies.
• Experience working with Executive Offices, Board Offices, or Corporate Secretariats.
• Proven experience engaging with C-level executives and senior management

Why us?

• 100% remote work and flexible working hours
• High ownership in a fast-growing SaaS company
• Strategic role at the intersection of Customer Success, Consulting, Change Management, Product, and Sales
• Close collaboration with enterprise customers and senior stakeholders
• Transparent, trust-based culture with fast decision-making
• 2–3 offsites and workshops per year
• Clear development paths and a steep learning curve