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

Responsibilities

We are representing a confidential B2B SaaS organization specializing in eCommerce technology solutions across the DACH market. As a (Senior) Customer Success Manager, you will own a portfolio of approximately 40–50 mid-market and enterprise accounts, guiding them through the complete customer lifecycle from adoption and value realization to renewal and expansion.

Your core responsibilities include:

• Managing relationships with B2B and B2C clients across diverse industries, working with operational eCommerce teams, technical stakeholders, and C-level executives
• Defining clear success plans with customers and measuring value delivery through relevant KPIs
• Proactively identifying retention risks based on product usage, adoption metrics, and customer feedback, then implementing preventive measures
• Owning commercial renewal responsibility with a focus on churn prevention and avoiding downgrades
• Driving upsell and expansion opportunities end-to-end, from identification through commercial close, with portfolio-specific expansion targets tied to variable compensation
• Facilitating quarterly business reviews, workshops, feature rollouts, and pilot projects to ensure successful product adoption
• Translating customer challenges and requirements into actionable insights for product and product marketing teams
• Developing playbooks, processes, reporting frameworks, and AI-supported workflows to build scalable customer success structures

What We're Looking For

Required qualifications:

• Multiple years of experience independently managing complex B2B SaaS customers in customer success, account management, or customer-oriented SaaS/digital/technology consulting environments
• Proven experience with mid-market and/or enterprise customers, navigating complex stakeholder structures up to C-level
• Technical product understanding: ability to comprehend product functions, configuration logic, APIs, integrations, and data flows sufficiently to advise customers and collaborate effectively with product and consulting teams (development skills not required)
• Value-driven and commercial mindset: capability to translate customer goals into measurable outcomes, identify churn risks and growth opportunities, and understand 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
• Experience building scalable customer success processes and working with AI-supported tools

How We Work with You

When you apply through Get A Job.ai, our talent team will screen your application and arrange an initial conversation. If there's a mutual fit, we will submit your profile to our client for consideration. The client's interview process includes a video introduction, technical discussion with the hiring manager, a short live case with team introductions, and a final meeting with executive leadership.

Please do not contact the client directly. All communication and coordination will flow through Get A Job.ai to ensure the best experience for you and preserve the confidential nature of this search.

This is a full-time, permanent position based in Berlin, Munich, or Pforzheim with hybrid work (2–3 office days per week). The role reports to the Director of Customer Success and offers clear seniority progression paths toward strategic enterprise account management or people leadership.

Pay

Compensation details will be discussed during the screening process and are competitive within the DACH market for this level of customer success responsibility. The package includes fixed salary plus variable compensation tied directly to churn prevention and expansion performance in your portfolio.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected characteristic.