Customer Success Manager Scaled Accounts - Germany (m/f/d)
Core
Manage a portfolio of 100–150 SaaS/enterprise software customers to drive adoption, renewals, and revenue growth through scalable programs and targeted engagement.
Role type
Senior Customer Success Manager (Scaled Accounts)
Builds
Customer retention, license expansion, and scalable success programs for Intelligent Service Management (ISM) solutions.
Domain
IT Service Management (ITSM), Enterprise Software, SaaS
Required skills
Portfolio management, renewal management, adoption strategy, commercial judgement, CRM proficiency, stakeholder coordination, risk mitigation, growth opportunity identification, pricing communication, playbook development
Preferred skills
ITSM/ESM knowledge, channel partner management, webinar delivery, scalable program design
Technologies
CRM systems, health scoring tools, digital touchpoint platforms
Responsibilities
Segment and prioritize customer portfolio based on renewal timing and growth potential; execute renewal processes and manage retention risks; coordinate onboarding and escalations with Sales and Support; identify and qualify upsell/cross-sell opportunities; maintain accurate CRM records and improve repeatable playbooks.
Seniority
Senior, hands-on IC