Customer Success Manager

We're Hiring: Customer Success Manager!

Languages:

German + English (for DACH market, CET hours) &

English only (for US market, US hours)

Role Overview:

The Mid-Level Customer Success Manager (CSM) will manage a shared portfolio of SME customers and resellers, focusing on product adoption, renewals, and customer satisfaction. This role is execution-focused and operates within established customer success frameworks and playbooks.

The CSM will support both high-volume, low-touch accounts and a limited number of higher-engagement accounts, ensuring consistent value delivery and retention.

Key Responsibilities:

Manage a shared portfolio of SME customer accounts (annual spend under 20k)

Drive product adoption and engagement KPIs across assigned accounts

Support renewals and identify basic upsell opportunities

Execute structured customer success motions such as onboarding, health checks, and usage reviews

Assist in managing reseller relationships, including onboarding support and performance tracking

Deliver 1-to-many sessions, webinars, or group enablement calls as required

Maintain accurate account activity and pipeline data in CRM systems

Collaborate with Sales, Support, and Product teams to ensure a seamless customer experience

Essential Skills & Experience:

2+ years of experience in Customer Success, Account Management, or Client Services

Experience in a SaaS or technology-driven environment

Fluent in German and English (for German-market roles) or English only (US-market roles)

Comfortable managing high-volume customer portfolios

Strong communication and relationship-building skills

Working knowledge of CRM tools such as Salesforce, HubSpot, or similar

Preferred / Nice to Have:

Experience in EdTech, B2B SaaS, or subscription-based products

Exposure to reseller or channel partner models

Experience supporting renewals or expansion conversations