(Senior) Customer Success Manager (m/w/d) – B2B SaaS / eCommerce – Berlin, München, Pforzheim (Hybrid)
Core
Own a portfolio of 40–50 Mid-Market, Enterprise, and Strategic eCommerce accounts, driving adoption, value realization, renewal, and expansion for a Product Discovery platform.
Role type
Senior Customer Success Manager (B2B SaaS)
Builds
Customer success strategies, QBRs, and commercial expansion outcomes for eCommerce clients.
Domain
eCommerce / Product Discovery / SaaS
Required skills
B2B SaaS account management, stakeholder management (C-Level), technical product understanding (APIs, integrations), CRM proficiency (Salesforce), churn prevention, commercial ownership (upsell/expansion), playbook development.
Preferred skills
eCommerce technology experience (Site Search, Recommendation Engines, PIM), process building, AI/ML workflows.
Technologies
Salesforce, Notion, Gong, Slack
Responsibilities
Define success plans and KPIs with customers, moderate QBRs and workshops, identify and execute upsell/expansion opportunities, proactively manage churn risks, translate customer needs into product feedback, develop CS playbooks and processes.
Seniority
Senior, hands-on IC