Senior Customer Success Manager – Scaled Enterprise (m/w/d)

Maltego Technologies; München; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Maltego Technologies, based in Munich, seeks a Senior Customer Success Manager – Scaled Enterprise to drive adoption and value realization across a broad portfolio of smaller enterprise accounts. You’ll design scalable journeys, use usage data to segment and intervene, and partner with Account Managers to maintain commercial boundaries.

You will deliver live training and workshops to technical users, leveraging AI and automation to expand coverage with a tech-touch model, while reporting on

Qualifications

• 5+ years in Customer Success, Enablement, Product Adoption or similar B2B SaaS
• Experience using product usage data to segment customers and drive action
• Experience managing a large book of accounts (100+) in a scaled/tech-touch model
• Confident delivering live training and workshops to customer audiences
• Experience working alongside Account Managers with clear adoption vs commercial boundaries
• Strong analytics to translate usage data into next steps
• Experience using AI/automation tools to scale customer insight/outreach
• Professional English (written and spoken)

Responsibilities

• Own adoption and value realisation for a broad portfolio of smaller enterprise accounts
• Design, run, and improve scaled customer journeys using Planhat
• Use product usage data to segment portfolio, build health per account and identify under-adopting accounts
• Run usage-triggered interventions for onboarding, adoption and re-engagement
• Plan and deliver one-to-many training and programmes (workshops, webinars, cohorts, office hours)
• Brief Account Managers on adoption gaps and opportunities
• Use AI and automation to scale coverage
• Measure what works and scale what succeeds

Skills

CS experience

Usage data analysis

Account management

Live training

AI & automation

English proficiency

German/Spanish language

Team collaboration

Tools

Planhat

Gainsight

BI tools

Job description

Why we need you

Maltego helps organisations uncover complex relationships and connections across people, organisations, infrastructure, and digital assets. Our platform is used by investigators, security professionals, law enforcement agencies, and enterprises worldwide to accelerate investigations and make better decisions with connected data.
As we continue to grow, we're expanding our Customer Success team to help more customers achieve value at scale. This is a newly evolving function, so you will help shape how Maltego scales adoption across its enterprise customer base.
We're looking for a Senior Customer Success Manager – Scaled Enterprise to be accountable for product adoption and value realisation across a broad portfolio of smaller enterprise accounts. Each account has a named Account Manager who owns the commercial relationship. You own the adoption plan: you spot where customers aren't getting value and decide who needs what.
This is a customer-facing role with a scaled mindset. You will reach many customers at once through live training, cohort programmes, webinars and usage-triggered outreach. You will use product usage data to decide where to focus, and step in one-to-one only with the accounts that need more.

What to expect

• Own adoption and value realisation for a broad portfolio of smaller enterprise accounts, working alongside the named Account Manager for each.
• Design, run, and continuously improve scaled customer journeys covering onboarding, adoption, expansion, and re‑engagement, using tools such as Planhat.
• Use product usage data to segment your portfolio, build a health picture per account, and identify who is under‑adopting, ready to go deeper, or at risk of disengaging.
• Run usage-triggered interventions: onboarding, adoption and re‑engagement outreach to the right people at the right time.
• Plan and deliver one-to-many training and programmes, including workshops, webinars, cohorts and office hours, where they move adoption. Reuse and adapt existing materials rather than creating everything from scratch.
• Brief Account Managers on adoption gaps, usage trends and opportunities so they can act on them in their own conversations. The commercial outcome stays with the AM.
• Use AI and automation, and build the playbooks and operating model behind them, so your coverage can grow without headcount growing at the same rate.
• Measure what works using usage data, customer feedback and adoption outcomes. Stop what doesn't, and scale what does.

Your profile in short

Required Qualifications (Must Have)

• 5+ years in Customer Success, Customer Enablement, Product Adoption or a similar customer-facing B2B SaaS role, where you enabled your customers' end users (not your own sales or support teams).
• Hands‑on experience using product usage data to segment customers and drive action, such as health scoring, usage‑triggered plays or at‑risk and under‑adopting analysis, and the ability to describe how your work moved adoption. Engagement data from a training or academy platform alone is not enough.
• Experience managing a large book of accounts, ideally 100+, in a scaled, pooled or tech‑touch model, meaning many accounts per person served through programmes and automation.
• Confident delivering live training and workshops to customer audiences, and comfortable presenting to technical users.
• Experience working alongside Account Managers or other commercial owners, with clear boundaries between adoption and commercial responsibilities.
• Strong analytical skills, with the ability to turn usage data into specific next steps.
• Experience using AI and automation tools to scale customer insight and outreach.
• Professional English (written and spoken).

Preferred Qualifications (Nice to Have)

• A background in cyber security, cyber investigations, OSINT, threat intelligence or law enforcement. You will learn and teach our products, and this background will get you there faster.
• Experience with Planhat, Gainsight or similar customer success platforms, and with product analytics or BI tools.
• Experience building scaled programmes, learning paths or self‑service content.
• Working proficiency in German, Spanish, or another European language.

About this opening

This role is likely to suit you best if you have owned customer adoption or retention outcomes, rather than focusing only on sales enablement, internal learning and development, or training delivery.

Why you will love Maltego

Maltego is a scale-up company. We provide you the benefits and security of larger corporations coupled with the dynamic and fast‑paced work environment and flat hierarchies of a start‑up. We are proud to have a large global community that loves our product because it helps to solve the investigations that are most important.Here are some of the reasons why you will love Maltego:

• Own adoption outcomes for a customer segment that is central to our growth strategy
• Help shape a newly evolving customer enablement function
• Work with unique technology used by investigators and analysts around the world
• Build programmes that influence customer outcomes at scale
• Collaborate with passionate and highly skilled colleagues across the business
• Have a direct impact on customer adoption, retention, and growth

At Maltego, we are committed to supporting diversity and inclusion in our organization. We are an equal opportunity employer. We welcome applications from all individuals regardless of race, religion, color, nationality, gender, sexual orientation, age, or disability.

Location

Based in our Munich office, with a flexible hybrid working model requiring a minimum of 3 days per week in the office