Customer Success Manager (SaaS)

Location: Berlin, Germany; office presence expected

Company

Product company providing an all-in-one SaaS platform for coaches, consultants, creators, and entrepreneurs to build and sell digital products, memberships, courses, and events.

What you will do

• Manage a portfolio of coaches, course creators, and digital entrepreneurs, targeting 95%+ retention.
• Analyze usage data, transaction patterns, engagement metrics, and performance indicators to identify churn risks and growth opportunities.
• Drive upgrades, feature adoption, white-label solutions, expansion revenue, and revenue optimization across the portfolio.
• Partner with Marketing, Analytics, Product, and DevOps to develop campaigns, content, dashboards, automation, and seller-facing programs.
• Provide guidance on platform optimization, payment processing, billing setup, onboarding, and technical troubleshooting.
• Host and improve a recurring webinar series at least every two weeks, delivered live in German.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or another client-facing B2B SaaS role.
• Proven success managing customer portfolios, achieving over 90% retention, and growing expansion revenue.
• Experience with subscription models, payment processing, automated billing, recurring revenue optimization, and complex contract management.
• Commercial and consultative selling skills, including identifying upsell and cross-sell opportunities.
• Experience with complex onboarding, technical troubleshooting, stakeholder management, and translating technical concepts for non-technical audiences.
• Fluent German and English, written and spoken, with the ability to present live in German.

Culture & Benefits

• 30 days of paid vacation.
• €1,500 annual Training & Development budget.
• Individual coaching and further professional training.
• Free BVG ticket and employee discounts.
• Pension program with a company match of up to 30% of employee contributions.
• Inclusive culture focused on equity, responsibility, trust, and personal development.