(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, seeking an experienced Customer Success Manager to take ownership of a strategic portfolio of mid-market and enterprise accounts.

In this role, you will manage approximately 40–50 accounts, predominantly in the DACH market, spanning both B2B and B2C customers across diverse industries. Your responsibilities include:

• Owning the full customer lifecycle from post-sale through renewal, driving adoption, value realization, and account growth
• Developing clear success plans with customers and making product value measurable through relevant KPIs
• Managing end-to-end expansion opportunities within your portfolio, from identification through commercial close
• Proactively identifying and mitigating churn risks based on product usage, adoption patterns, and customer feedback
• Facilitating quarterly business reviews, workshops, and feature rollouts to ensure customers achieve maximum value
• Serving as the voice of the customer by translating their challenges and requirements into actionable insights for Product and Product Marketing teams
• Building scalable playbooks, processes, and reporting structures to support the evolving Customer Success organization

You will work closely with Business and Technical Consulting teams who support onboarding and complex integrations, while a Service Desk handles operational tickets. This structure allows you to focus on strategic and commercial account development. You'll interact confidently with operational eCommerce teams, technical stakeholders, and C-level executives.

What We're Looking For

Essential qualifications:

• Multiple years of experience independently managing complex B2B SaaS customers in Customer Success, Account Management, or a customer-facing SaaS/digital/technology consulting environment
• Proven experience with mid-market and/or enterprise customers, navigating complex stakeholder structures up to C-level
• Technical product understanding sufficient to advise customers on product functionality, configuration logic, APIs, integrations, and data flows—you don't need to develop code, but you must collaborate effectively with Product and Consulting teams
• Value-driven and commercial mindset: you translate customer goals into measurable outcomes, identify churn risks and growth opportunities, and understand how Customer Success contributes to retention and expansion
• Routine experience with CRM systems, ideally Salesforce
• Fluency in 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-supported workflows

While eCommerce or search experience is advantageous, what matters most is your B2B SaaS expertise, technical comprehension, and ability to create measurable customer value.

How We Work with You

Candidates apply directly through Get A Job.ai. Our talent team conducts an initial screening to understand your background and career objectives. Once we identify strong mutual fit, we submit your profile to our client for consideration.

The client's interview process typically includes:

1. Initial video conversation
2. Technical discussion with the hiring manager
3. Live case exercise and team introduction
4. Final conversation with senior leadership

Please do not contact the client organization directly—all communication flows through Get A Job.ai to protect both your candidacy and our client relationship.

Pay

This is a full-time, permanent position based in Berlin, Munich, or Pforzheim with a hybrid work model (2–3 office days per week). The compensation structure includes a fixed base salary plus a performance-based variable component tied directly to churn prevention and expansion success within your portfolio.

Additional benefits include 30 vacation days, modern equipment, mobility allowances, company pension scheme, and tools including Salesforce, Notion, Gong, Slack, and AI-supported workflows. The role offers clear seniority progression paths toward either strategic enterprise accounts or people leadership.

Specific compensation details will be discussed during the screening process based on your experience level and the seniority tier that best matches your background.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We welcome applications from candidates of all backgrounds and work to ensure fair, equitable access to opportunities with our client organizations.