Customer Success Manager / Business Analyst B2B SaaS (w/m/d)

About This Opportunity

We are representing a confidential B2B SaaS organization in Hamburg that is expanding their customer success capabilities. This role combines customer relationship management with business analysis, supporting enterprise clients who use a cloud-based infrastructure platform. You'll serve as the critical bridge between users and the product development team, translating real-world needs into actionable requirements.

This is a full-time or part-time position (minimum 30 hours per week) based in Hamburg, offering the opportunity to build scalable customer success processes in a growing technology company.

Responsibilities

• Serve as the primary point of contact for B2B platform clients, providing solution-oriented support for all platform-related inquiries
• Gather and structure customer feedback and requirements, collaborating with users to specify new features and translate them into user stories for the development team
• Plan and conduct customer onboarding sessions and training, explaining technical concepts in an accessible, audience-appropriate manner
• Support users with questions and issues, coordinate resolution with product development, and reliably follow up on open items
• Create and continuously develop training materials, guides, wiki contributions, and instructional videos
• Communicate new platform functionality, monitor support needs, and contribute to building standardized customer success processes and KPIs

What We're Looking For

• Multiple years of practical experience in customer success, SaaS environments, account management, software support, technical account management, or implementation management
• Experience as a business analyst, requirements analyst, or comparable role; background in requirements specification and user story creation is advantageous
• Strong communication skills, enthusiasm for direct customer contact, and a reliable, service-oriented presence
• High technical affinity and the ability to quickly and independently learn software platforms and new features
• Structured, self-directed, and reliable working style with strong solution orientation
• Excellent German language skills and good to very good English proficiency
• Interest in digital solutions for infrastructure or technical applications is beneficial but not required

Your educational background is secondary to us. What matters most are your personality, capabilities, and relevant practical experience.

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening conversation. If there's a strong match, we'll submit your candidacy to our client and guide you through their interview process. Please do not contact the client directly—all communication flows through our recruiting team to ensure the best experience for everyone involved.

Pay

Compensation details will be discussed during the screening process and are competitive for the Hamburg market and your experience level.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices. We evaluate all candidates based on qualifications and merit, and we encourage applications from professionals of all backgrounds.