Customer Success Manager - SaaS (f/m/x)

We are looking for a Customer Success Manager at Marmind. In this role, you’ll combine customer focus with organizational skills and a knack for numbers - and ensure that our existing customers continue to use Marmind successfully over the long term. You’ll serve as the primary point of contact for day-to-day operations, drive renewals and retention, support adoption and value realization, and keep billing and controlling matters on track.
This position can be based either in the Entirely Office / Location Vienna or Location Premstätten or full remote (Austria).

To be successful in this role, you ideally possess the following qualifications and skills:

•    Experience in customer success, account management, or existing customer management, ideally in a B2B SaaS environment 
•    Proficiency in renewals and retention (structured preparation, risk management, thorough documentation) 
•    Strong communication skills, a collaborative approach, and professional stakeholder management 
•    A structured, analytical work style and a solid understanding of processes (including billing and controlling) 
•    Hands-on mentality, solution-oriented approach, and a passion for continuous improvement 
•    Proficiency with CRM and collaboration tools (e.g., HubSpot/Salesforce, Jira/Confluence, MS 365/Google Workspace – depending on the setup) 
•    Excellent written and spoken German and English skills Existing Customer Support & Relationship Management
•    You serve as the primary point of contact for our existing customers in day-to-day operations.
•    You maintain stakeholder relationships across various levels and efficiently coordinate matters both internally and externally.

Renewals & Retention
•    You are responsible for preparing and managing contract renewals.
•    You identify risks early on (e.g., declining usage, unresolved pain points, unclear goals) and implement targeted measures to prevent churn.
•    You ensure transparency regarding contract terms, scope of services, and next steps—without budget responsibility.

Customer Success Plans
•    You create customer success plans (goals, milestones, KPIs, responsibilities) in collaboration with the customer.
•    You track progress and derive concrete activities to ensure customer value is measurable.

Adoption & Value Realization
•    You help customers increase usage and realize the value of Marmind.
•    You work in a data- and practice-oriented manner (e.g., usage signals, goal achievement, action lists) and translate insights into actionable next steps.

Training (as needed)
•    Onboarding/enablement is not your primary focus—but when needed, you’ll conduct simple training sessions (e.g., feature refreshes, Q&A, standard workflows).

Collaboration with Client Solution Management
•    For more extensive or complex questions, you’ll specifically involve a Client Solution Manager and oversee the clarification process until a resolution is reached.

Billing & Controlling
•    You will handle billing and dispute resolution cases (in close coordination with the internal accounting team).
•    You will assist with customer-related controlling and reporting (e.g., contract status, renewal pipeline, service overviews).

• Fun is definitely not neglected at work. Our diverse team from different nations ensures that! 
• Flexible working hours and home office option (13 days a month with a 5-day-week) for employees near the Marmind offices, with the full remote option if more than 75 km from our offices
• Location flexibility: We have offices in Vienna and Premstätten bei Graz.
• 20 workation days in EU-countries per year
• Benefits: joint lunch once a week, parking lot or job ticket, fruit, coffee, tea, after-work drinks, snacks, team events
• A minimum annual gross salary of EUR 49,000 for full-time employment with the willingness to overpay depending on qualifications and professional experience.

Please note that we do not reimburse travel costs incurred for interviews.