Enterprise Customer Success Manager

deepset GmbH; Barcelona; A distancia; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A leading AI solutions provider is seeking a strategic Enterprise Customer Success Manager to join their team. In this role, you will manage key customer relationships and drive value realization from solutions. The ideal candidate has 4+ years in Customer Success within a B2B SaaS environment, showcasing strong communication and stakeholder management skills. This position offers a remote-first culture, competitive salary, and various employee benefits.

Servicios

Competitive salary and stock options

30 days vacation

Monthly sports and mental health support

Annual learning and development budget

Dog-friendly office

Monthly team socials

Formación

• 4+ years in Customer Success or related roles in B2B SaaS.
• Proven success in managing enterprise accounts.
• Ability to communicate complex products effectively.

Responsabilidades

• Own the post-sales customer journey for enterprise accounts.
• Develop and execute customer success plans.
• Drive retention and growth through meaningful outcomes.

Conocimientos

Customer Success

Account Management

B2B SaaS

Stakeholder Management

Communication Skills

Data-Driven Decisions

Herramientas

Salesforce

CRM Platforms

Descripción del empleo

TL;DR

We are looking for a strategic, commercially-minded Enterprise Customer Success Manager to join our small, but mighty, CS team. In this role, you will own relationships with our most important customers, ensuring their long-term success while actively uncovering new opportunities to expand our footprint.

Acting as their trusted advisor, you will help them realize the full value of our solutions and play a key role in driving retention, expansion, and account health across your portfolio.

Requirements

• 4+ years in Customer Success, Account Management, Consulting, or related roles in a B2B SaaS or enterprise software environment.
• Proven success in managing, retaining, and expanding enterprise accounts.
• Ability to understand complex technical products and communicate them in a customer-centric way.
• Strong commercial acumen, able to spot growth opportunities and collaborate with sales to unlock them.
• Excellent stakeholder management, presentation, and communication skills, tailoring engagement from users to C-suite.
• Highly organized, proactive, and comfortable owning outcomes with minimal oversight.
• Data-driven approach to understanding customer behavior, driving decisions, informing strategy, and measuring success.
• Experience with Salesforce or other CRM platforms.

Benefits

• Remote-first setup with flexible hours and tech of your choice
• 30 days vacation plus extra days for family sick leave
• Competitive salary and stock options for every team member
• Monthly sports and mental health support allowance with Oliva
• Annual learning and development budget
• Monthly team socials and in-person meetups
• Dog-friendly Berlin HQ

Why deepset

At deepset, we’re on a mission to make custom AI solutions accessible to every organization. With Haystack, thousands of developers build advanced LLM applications daily, while our enterprise-ready AI Platform helps companies turn large language models into business value. We’re remote-first, flexible, and foster a culture of trust and ownership. You’ll collaborate with top-tier tech talent, tackle meaningful challenges, and help transform complex AI into simple, powerful solutions ready for the real world.

Nice to have

• Experience working with enterprise customers.
• Experience working in a remote-centric startup environment.
• Experience with AI/ML, open-source, or B2B SaaS developer-facing products.
• Familiarity with analytics platforms and CSP tools such as Gainsight.
• Experience with public sector, finance, or regulated industries.

What you will do

• Own the post-sales customer journey for assigned enterprise accounts, ensuring long-term success and value.
• Develop and execute customer success plans, including onboarding, adoption, training, and success metrics alignment.
• Drive retention and growth by ensuring customers achieve meaningful outcomes and value from our solutions.
• Act as the voice of the customer internally, partnering with Product, Engineering, and Sales to champion customer needs.
• Lead quarterly business reviews (QBRs), value realization check-ins, and strategic roadmap and customer goal alignment.
• Collaborate with Sales to identify, qualify, and support upsell and cross-sell opportunities.
• Use data to monitor customer health, identify risks, and implement strategies to drive renewals and expansion.
• Assist in building customer success programs and processes to improve customer experience and engagement.
• Maintain high levels of customer satisfaction and ensure clear documentation in CRM and other systems.

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