(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, and we're seeking a Customer Success Manager to join their growing team in Berlin, München, or Pforzheim on a hybrid basis.

In this role, you will manage a portfolio of approximately 40-50 accounts across mid-market, enterprise, and strategic segments, primarily within the DACH region. Your responsibilities will include:

• Owning the complete customer lifecycle from contract signature through renewal, focusing on adoption, value realization, and measurable business outcomes
• Driving expansion and upsell opportunities end-to-end, from identification through commercial closure, with portfolio-specific revenue targets tied to variable compensation
• Proactively managing retention and churn prevention by monitoring product usage, adoption metrics, and customer feedback to identify and mitigate risks
• Leading quarterly business reviews, workshops, and feature rollouts to ensure customers achieve maximum value from the platform
• Collaborating closely with consulting, sales, and support teams while serving as the voice of the customer to product and marketing functions
• Building and refining scalable Customer Success processes, playbooks, and AI-supported workflows using Salesforce as your primary tool

What We're Looking For

Required qualifications:

• Multiple years of experience independently managing complex B2B SaaS customers in Customer Success, Account Management, or a customer-focused SaaS/digital consulting environment
• Proven track record working with mid-market and/or enterprise clients, navigating complex stakeholder structures up to C-level
• Strong technical product understanding—you can grasp product functionality, configuration logic, APIs, integrations, and data flows sufficiently to advise customers and collaborate effectively with technical teams (development skills not required)
• Commercial mindset with the ability to translate customer goals into measurable outcomes, recognize 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
• Background building scalable Customer Success processes and leveraging AI-assisted workflows

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 for consideration. The client's interview process typically includes a video introduction, technical discussion with the hiring manager, a live case study with team members, and a final conversation with leadership.

Please apply exclusively through getajob.ai—do not contact the client directly, as this is a confidential search.

Pay

Compensation details will be discussed during the screening process and are competitive within the German B2B SaaS market, including both fixed and performance-based components tied to retention and expansion metrics.

This is a full-time, permanent position with hybrid work (2-3 office days per week), 30 vacation days, modern equipment, mobility benefits, and occupational pension provisions.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work with our clients to ensure fair and equitable selection processes.