(Senior) Customer Success Manager (m/w/d) – B2B SaaS / eCommerce – Berlin, München, Pforzheim (Hybrid)

Responsibilities

We are representing a confidential B2B SaaS organization in the eCommerce technology space. As a Customer Success Manager, you will own a portfolio of approximately 40–50 mid-market, enterprise, and strategic accounts, primarily in the DACH region. Your focus will be on driving customer value, retention, and commercial expansion across diverse B2B and B2C clients.

In this role, you will:

• Manage the complete customer lifecycle from contract signature through renewal and expansion, working with accounts across multiple industries
• Define success plans and measurable KPIs with customers, demonstrating product value through data-driven outcomes
• Proactively identify churn risks through product usage patterns, adoption metrics, and customer feedback, taking preventative action to protect renewals and prevent downgrades
• Own end-to-end expansion opportunities within your portfolio, from identification through commercial close, with portfolio-specific growth targets tied to variable compensation
• Facilitate quarterly business reviews, workshops, and feature rollouts to ensure customers achieve maximum value
• Serve as the voice of the customer, translating requirements and challenges into actionable insights for product and marketing teams
• Collaborate closely with business consulting, technical consulting, and support teams to deliver comprehensive customer support
• Build scalable playbooks, processes, and AI-supported workflows in Salesforce to drive data-based account management

What We're Looking For

Required qualifications:

• Multiple years of experience independently managing complex B2B SaaS customers in customer success, account management, or customer-facing SaaS/digital/technology consulting roles
• Proven experience with mid-market and/or enterprise customers, navigating complex stakeholder structures up to C-level
• Technical product understanding: ability to grasp product functionality, configuration logic, APIs, integrations, and data flows sufficiently to advise customers and collaborate with product and consulting teams (development skills not required)
• Value-driven and commercial mindset: translating customer goals into measurable outcomes, identifying churn risks and growth opportunities, understanding how customer success drives retention and expansion
• Proficiency with CRM systems, ideally Salesforce
• Fluent German and English, with willingness to travel within DACH as customer needs require

Preferred qualifications:

• Experience with eCommerce technologies such as site search, product discovery, recommendation engines, personalization, PIM, or feed management
• Background building scalable customer success processes and working with AI-supported tools

Our client offers hybrid work from Berlin, Munich, or Pforzheim with 2–3 office days per week. This is a full-time, permanent position available to start immediately or by arrangement.

How We Work with You

Get A Job.ai specializes in connecting talented professionals with leading technology organizations. When you apply through our platform, one of our recruiters will conduct an initial screening to understand your background and career goals. We will then submit qualified candidates to our client for consideration. Please do not contact the hiring company directly, as all applications must be coordinated through our talent team to be considered.

The interview process includes:

• Initial video conversation
• Technical discussion with the hiring manager
• Live case exercise and team introduction
• Final conversation with executive leadership

Pay

This position offers an attractive compensation model with both fixed and performance-based components. The variable portion directly rewards churn prevention and expansion success within your portfolio. Specific compensation details will be discussed during the interview process.

Equal Employment Opportunity: Get A Job.ai is committed to creating a diverse and inclusive recruitment process. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.