Customer Success Manager - DACH/Europe (m/f/d)
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AI Summary
We are a fast-growing SaaS company with an international customer base serving in the fitness and leisure industry. Our mission is to deliver measurable value to our customers - from first implementation through to long-term, successful product adoption. As we scale our operations, we are looking for a dedicated Customer Success Manager for our DACH/Europe sub-team to maintain our high standards of service and retention.
The Customer Success Manager (CSM) is responsible for owning a portfolio of customers within the DACH/Europe region, ensuring their successful adoption, retention, and growth with our products. You act as a trusted advisor, guiding customers through their journey, understanding their business objectives, and driving value realization. You will operate within a scalable, KPI-driven structure, utilizing defined processes to optimize customer interactions.
\n- Process & Journey Optimization: Support the creation, iteration, and improvement of our digital SMB customer journey to ensure a seamless experience at scale.
- Scalable CS Operations: Contribute to the design and implementation of efficient Customer Success processes, playbooks, and automated workflows globally.
- Customer Engagement & Adoption: Proactively guide customers on how to leverage our ERP Fitness, ERP Leisure, and Payments modules to achieve their specific business goals.
- Success Planning: Discover and document detailed customer business objectives to create and track strategic success plans and value milestones.
- Churn Analysis & Mitigation: Proactively monitor churn risk indicators, analyze root causes for cancellations, and implement intervention strategies to maximize retention.
- Sales Opportunity Management: Identify and qualify expansion and up-sell opportunities (e.g., additional modules, Finion, or ML products) and lead them through to closing.
- Product Advocacy: Act as a product enthusiast, feeding customer insights back to Product & Engineering to influence the roadmap while maintaining high tech affinity for our internal toolset.
- KPI Management: Use health scores, NPS, and usage data to prioritize outreach and provide accurate 12-month churn and growth forecasts.
Experience & Skills
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Bachelor's degree in Business, Marketing, or a related field.
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2+ years of experience in Customer Success, Account Management, or a client-facing role, preferably in an international SaaS environment.
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Proven ability to build and maintain strong customer relationships with operational and mid-level decision-makers.
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Excellent communication, presentation, and problem-solving skills.
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Familiarity with ERP systems, Payments, or the fitness/leisure industry is a plus.
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Strong track record in leveraging data and KPI-driven management.
Language Skills
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Native-level or business-fluent German and English (C1/C2) in spoken and written form.
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Additional EU languages (especially Spanish or French) are a clear plus.
Personal Attributes
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Entrepreneurial mindset, strong ownership, and outcome orientation.
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High customer focus and empathy.
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Strong change leadership skills; able to drive transformation while building trust.
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Willingness to travel across DACH and occasionally beyond.
- 100% remote work within Germany possible
- 30 days annual leave
- Offices with flexible workplaces in Hamburg, Eisenstadt, Warsaw, Boston and Melbourne - all equipped with various drinks & snacks.
- Our exclusive gym, next to the Hamburg office, for free use incl. personal coach for training and nutrition, available to all employees worldwide
- Our unique CashBack Sport program "Move Republic", which rewards your daily and sporting activities throughout (Germany)
- An above average pension grant for your company pension scheme ("bAV") in Germany or Austria
- Access to Udemy Business – grow your skills with thousands of high-quality online courses
- Access to the employee benefits portal with the best shopping deals in Germany and Austria
- Subsidy for the "Deutschlandticket" (local transport subscription)
- Direct communication channels through the whole company, an open feedback culture and pronounced appreciation, motivated teams and leads who interact at eye level
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