Senior Customer Success Manager, Reforge Insights

Reforge; Deutschland; Remote; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading SaaS company in Germany is seeking a Customer Success Manager to oversee the post-sale process, including deployment, onboarding, and customer relationship management. The ideal candidate has 6-8 years of experience in SaaS, managing large accounts, and is comfortable utilizing AI to enhance customer success. This role demands high autonomy and a proactive approach to engaging with executive leaders.

Qualifikationen

• 6-8+ years in Customer Success managing over $2M books of business in SaaS.
• Proven ability to work at founder pace with rapid responses.
• Experience in engaging with C-suite leaders.

Aufgaben

• Own the post-sale relationship end to end.
• Lead deployment of data integrations with Sales Engineering.
• Craft engaging and educational onboarding sessions.

Kenntnisse

Customer Success Management

SaaS Experience

AI Experimentation

Executive Engagement

High Agency

Tools

Salesforce

Zendesk

Snowflake

Jobbeschreibung

• Create the Customer Playbook: You will be the first customer success hire on this product. Take over success from the founders to create playbooks, iterate, improve and scale for a rapidly growing and healthy product.

• Product-Savvy Buyers: You’ll partner with Product Managers, VPs Product, and CPOs—people who value insight over hand-holding.

• AI-Powered CS: Help craft automated nudges, health-score predictors, and self-serve expansion flows using GenAI—then test them live.

• Startup Velocity, Principal Autonomy: <40 teammates, zero red tape.

WHAT YOU'LL OWN

1. Own Post-Sale End to End: You’ll own the post-sale relationship end to end from deployment, to onboarding, to expansion, to renewal.

2. Deployment: Partner with Sales Engineering to lead deployment of data integrations (Salesforce, Snowflake, Zendesk, etc) and drive time-to-first-insight.

3. Onboarding: Craft and deliver engaging, fun, and educational onboarding sessions for end-users of the product.

4. Health & Engagement: Build and iterate predictive health models; trigger proactive interventions.

5. Use-Case Expansion: Work with product to launch and drive adoption of new features and use cases within customers.

6. Renewals & NDR: Run QBRs, success plans, and executive recaps that make renewal the obvious choice.

7. Voice of Customer → Product: Surface patterns, blockers, and “aha” moments straight to PMs; influence roadmap with evidence.

8. Process & Tooling: Codify what works into living templates, Looms, and AI-assisted workflows so that we can expand the team as our customer base grows.

SKILLS & EXPERIENCE WE ARE LOOKING FOR

• You Have Done It Before: 6-8+ years in CS managing $2M+ books of business in SaaS. Ideally on products that are used by product, data, or engineering audiences.

• Move at Founder Pace: You understand that speed/responsiveness wins deals and keep customers happy. Rapid replies, bias to action, comfort in ambiguity.

• Experiment with AI: Constantly experiment with how to use AI to improve and scale your work.

• High-Agency: You are high-agency, prefer autonomy, and don’t wait for permission to take action.

• Executive Presence: You confidently engage C-suite leaders, surface and define their real problems, and steer the conversation to crisp, actionable next steps.

• Product Mastery: You obsessively dive into every feature, data flow, and edge case until you can demo the product better than the PMs and spot new use-case opportunities before customers ask.