(Senior) Customer Success Manager (f/m/d)
Core
End-to-end ownership of a B2B SaaS customer portfolio, driving onboarding, adoption, retention, and expansion for craft businesses using AI-enabled software.
Role type
Senior Customer Success Manager (IC)
Builds
A SaaS platform for European craft businesses with AI features
Domain
B2B SaaS / Construction & Craft Industry
Required skills
B2B SaaS customer lifecycle management, data-driven portfolio management, churn risk identification, upselling/cross-selling, CRM proficiency, stakeholder management, consultative selling
Preferred skills
SMB/Mid-market SaaS experience, HubSpot/Intercom/Looker expertise, construction industry background, AI workflow automation
Technologies
HubSpot, Intercom, Looker, Customer-Health platforms
Responsibilities
Manage full customer lifecycle from onboarding to retention and expansion; conduct onboarding sessions and business reviews; analyze usage data and health scores to prioritize risks and opportunities; identify and close upselling/cross-selling opportunities; collaborate with Product, Support, and Sales teams; develop and scale customer success playbooks and processes.
Seniority
Senior, hands-on IC