Senior Customer Success Manager (m/f/d)

Boardwise; Hamburg; Remote; EUR 85,000 - 120,000; Full time

Benefits offered by this job

100% remote work

Flexible working hours

High ownership in a fast-growing SaaS

Strategic role at intersection of CS,

Job summary

Boardwise is seeking a Senior Customer Success Manager to guide enterprise customers through onboarding and adoption, driving value and expansion across their organisation. You will work with board offices, executive assistants, governance teams, and senior stakeholders to blend customer success with consulting and change management.

Based in Germany, you will lead onboarding sessions, workshops, and enablement formats, manage risks, and collaborate with Product, Tech, Sales, and Leadership to

Qualifications

• 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.

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

Customer Success

Consulting

Change Management

SaaS implementation

Account Management

Stakeholder management

German & English

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
• 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