Customer Success (m/f/d)

This role involves managing the post-sales customer lifecycle, improving customer success processes, and building long-term customer relationships. It requires collaboration with support and product teams, monitoring KPIs, and supporting self-service resources.

Location: Germany

Responsibilities

• Manage the entire post-sales lifecycle: onboarding, adoption, retention, and expansion
• Continuously improve CS processes, playbooks, and tooling
• Act as primary point of contact for key accounts and build long-term customer relationships
• Monitor customer health scores and proactively identify risks and opportunities
• Collaborate with CS Engineers and Support to resolve complex product or technical topics
• Track CS KPIs and share insights with Product, Tech, and Sales to drive product improvements
• Support self-service formats such as our knowledge base and customer learning portal
• Take ownership of operational excellence in the CS function and drive efficiency at scale

Requirements

• Proven experience driving onboarding, retention, and renewals across multiple accounts
• Familiarity with Rocketlane, Zendesk or similar CS/Support tools
• Strong operational mindset — structured, analytical, and hands-on
• First experience mentoring or coordinating small project teams (leadership potential)
• Excellent communication and stakeholder management skills in English (German a plus)
• A proactive, customer-first mindset and passion for building scalable processes

Benefits

• 100% remote work and full flexibility over your schedule
• A transparent, trust-based culture in an international SaaS scale-up
• Modern tools, data-driven processes, and fast decision-making
• 2–3 offsites and workshops per year for strategy, connection, and team spirit
• High level of autonomy and clear development paths
• The opportunity to actively shape a fast-growing SaaS company
• Steep learning curve in customer success, onboarding, software processes & content creation
• Close collaboration with our Customer Success and Product teams
• Flexible working hours

Additional Information

• Originally posted on Himalayas