Customer Success Manager

Are we looking for you?

Are you ready to become a trusted advisor and drive real business valuefor our B2B clients? We are looking for an entrepreneurial Customer Success Manager who thrives in a dynamic environment and loves turning ambiguity into clear action plans. You will take full ownership of the customer journey, from driving platform adoption, achieving customer business goals to identifying strategic upsell opportunities. 

Your role in the team:

• managing B2B relationships for a dedicated portfolio of customers across high-touch and medium-touch segments, acting as a trusted advisor, and relaying feedback to shape product development.

• building tailored success plans, and ensuring maximum product adoption by end users.

• monitoring customer health metrics like NPS, consumption rates, and churn risk to take proactive, corrective actions.

• taking ownership of net revenue retention, discovering upsell opportunities for the sales team, and collaborating with Sales on contract renewals.

• preparing Quarterly Business Reviews (QBRs), conducting frequent Executive Business Reviews, and maintaining transparent CRM documentation.

• improving CSM methodologies, building new playbooks, and collaborating cross-functionally with sales, product, and operations teams.

Essential skills:

• Experience: proven track record in B2B relationship management with mid-market or enterprise clients, including experience building playbooks in a scaling, dynamic environment.

• Language: English (C2, preferred German/French C1)

• Tool Pro: practical knowledge of customer success processes (QBRs, health scoring) and proficiency in CSM/CRM tools Salesforce, HubSpot, or, along with a solid understanding of SaaS products, APIs, and integrations.

• Soft skills: excellent interpersonal communication, active listening, empathy, stress resilience, and a commercial mindset paired with strong ownership, curiosity, and a sense of urgency.

What’s in it for you:

• Private LuxMed healthcare, free preventive check-ups, spine-relieving massages.

• Budget for remote workstation equipment and gift vouchers.

• On-site buffet breakfasts prepared fresh daily.

• Team-building and family trips to a private lakeside resort.

• International workation team trips.

• Subsidy for a Multisport card.