(Senior) Customer Success Manager (w/m/d)
Core
Managing a portfolio of Mid-Market and Enterprise B2B SaaS customers from onboarding to expansion, driving retention and revenue growth.
Role type
Senior Customer Success Manager
Builds
Customer success processes, playbooks, and health scores for B2B automation solutions
Domain
B2B SaaS / Enterprise Software
Deliverable
production ML models
Required skills
Customer portfolio management, C-level relationship building, executive business reviews, churn risk mitigation, upsell/cross-sell execution, product feedback integration, process development, data-driven decision making, ERP system knowledge
Preferred skills
Startup/Scale-up experience, CS/CRM tools (HubSpot), team mentoring
Technologies
SAP, Microsoft Dynamics, Sage 100, HubSpot
Responsibilities
Manage customer portfolio from onboarding to renewal/expansion, build C-level partnerships, execute QBRs and ROI analysis, steer complex ERP implementations, identify and mitigate churn risks, drive upsell/cross-sell with sales, influence product roadmap with customer feedback, develop CS processes and playbooks
Seniority
Senior, hands-on IC