Customer Success Manager

Clera; San Francisco (CA); On-site; USD 79,926 - 119,890; Full time

Job summary

Munich AI SaaS Startup is seeking a founding Customer Success Manager to own the post‑sales journey from onboarding through expansion. You will partner with the CPO, sales, and engineering to translate customer needs into product priorities and drive adoption and retention across the Munich region.

You will lead onboarding, deliver workshops, and influence the roadmap by translating feedback into measurable value and ROI for customers.

Qualifications

• 1+ years of experience in customer success, account management, or client relationship management in SaaS, B2B, or consulting.
• Excellent verbal and written communication skills; able to engage confidently with C‑level stakeholders.
• Proven ability to lead customer onboarding, drive product adoption, and manage the full post‑sales lifecycle.
• Familiarity with SaaS metrics (health scores, CSAT, NPS, churn) and a data‑informed approach to customer success.
• Hands‑on experience with CRM platforms such as Salesforce or HubSpot.
• Strong problem‑solving skills and an analytical mindset capable of presenting complex issues clearly.
• Proactive, empathetic, and people‑oriented – motivated to build something from the ground up.
• Native German and fluent English – both are essential for this role.
• Willingness to work five days a week from the Munich office, with occasional customer travel.

Responsibilities

• Own the end‑to‑end customer journey: sales support, onboarding, adoption, renewal, and expansion.
• Serve as the primary point of contact and trusted partner for customers, building long‑term strategic relationships.
• Lead onboarding and implementation to ensure quick time‑to‑value and sustained product engagement.
• Run workshops and training sessions to accelerate product adoption and share best practices.
• Translate customer feedback into actionable product insights and actively influence the roadmap.
• Help customers unlock measurable efficiency gains and savings; support them during key commercial negotiations.
• Manage accounts to drive retention, upsell, and long‑term partnerships.
• Track and act on SaaS health metrics (CSAT, NPS, churn, health scores) using CRM tooling.
• Collaborate closely with CPO, sales, and engineering to ensure customer feedback shapes development priorities.
• Travel occasionally to customer sites across the region.

Skills

Customer success

Onboarding

CRM tools

C-level communication

Data-driven

Tools

Salesforce

HubSpot

Job description

About the Role

This is a founding Customer Success Manager opportunity at a fast‑growing, YCombinator‑backed AI SaaS startup based in Munich, Germany. The company automates quoting and order processing workflows for distributors and manufacturers—helping sales teams eliminate manual work, reduce lost deals, and close faster through AI‑powered automation integrated with ERP and CRM systems.

As the first CSM on the team, you will own the entire post‑sales customer journey—from onboarding through expansion—and work closely with the Chief Product Officer, sales, and engineering to translate customer needs into product priorities. This role directly shapes product adoption, retention, and company growth at an early, high‑impact stage.

Visa sponsorship is not available for this role. Candidates must be eligible to work in Germany without sponsorship.

What You’ll Do

• Own the end‑to‑end customer journey: sales support, onboarding, adoption, renewal, and expansion.
• Serve as the primary point of contact and trusted partner for customers, building long‑term strategic relationships.
• Lead onboarding and implementation to ensure quick time‑to‑value and sustained product engagement.
• Run workshops and training sessions to accelerate product adoption and share best practices.
• Translate customer feedback into actionable product insights and actively influence the roadmap.
• Help customers unlock measurable efficiency gains and savings; support them during key commercial negotiations.
• Manage accounts to drive retention, upsell, and long‑term partnerships.
• Track and act on SaaS health metrics (CSAT, NPS, churn, health scores) using CRM tooling.
• Collaborate closely with CPO, sales, and engineering to ensure customer feedback shapes development priorities.
• Travel occasionally to customer sites across the region.

What We’re Looking For

Required

• 1+ years of experience in customer success, account management, or client relationship management in SaaS, B2B, or consulting.
• Excellent verbal and written communication skills; able to engage confidently with C‑level stakeholders.
• Proven ability to lead customer onboarding, drive product adoption, and manage the full post‑sales lifecycle.
• Familiarity with SaaS metrics (health scores, CSAT, NPS, churn) and a data‑informed approach to customer success.
• Hands‑on experience with CRM platforms such as Salesforce or HubSpot.
• Strong problem‑solving skills and an analytical mindset capable of presenting complex issues clearly.
• Proactive, empathetic, and people‑oriented – motivated to build something from the ground up.
• Native German and fluent English – both are essential for this role.
• Willingness to work five days a week from the Munich office, with occasional customer travel.

Nice to Have

• Domain knowledge in construction, HVAC, electrical, plumbing, or industrial distribution.
• Experience in an early‑stage or high‑growth startup environment.
• Comfort navigating enterprise stakeholders and complex sales cycles.

Location & Work Arrangement

This is a full‑time, on‑site role located in Munich, Germany. You will be expected in the office five days per week, with occasional travel to customer sites. Remote and hybrid arrangements are not available for this position.

About the Company

The company is a seed‑stage, YCombinator‑backed startup (founded 2024) operating in the AI‑powered enterprise sales automation space. The platform is purpose‑built for distributors and manufacturers, automating quote creation, order processing, and customer inquiry handling through AI—including voice agents, email automation, and deep ERP/CRM integrations (SAP, Oracle, and others). The team is small (~15 people), highly technical, and moves fast. This is an opportunity to join early, make a meaningful impact, and grow with the company.