Senior Customer Success Manager (Enterprise DACH)

Location: Berlin, Germany; hybrid with at least 2 days per week in the Berlin office

Company

hirify.global provides a SaaS platform that helps brands, wholesalers, and retailers automate and scale international e-commerce activities across global marketplaces.

What you will do

• Own a portfolio of 25–45 enterprise accounts in the DACH region and manage NRR, churn prevention, expansion, QBRs, EBRs, health scores, and stakeholder mapping.
• Drive GMV growth by connecting the platform to customer marketplace strategies across Amazon, Otto, Zalando, and other marketplaces.
• Lead renewals, upsells, and multi-year commercial planning independently.
• Partner with Account Executives, Product, Delivery, and Support on expansion strategies, escalations, and customer advocacy.
• Mentor CSM colleagues, develop team playbooks, and improve cross-functional handoffs and pod operations.

Requirements

• 5+ years of experience managing enterprise or key accounts in a B2B SaaS environment, in Customer Success or Strategic Account Management.
• Professional fluency in German and English for managing DACH stakeholders and collaborating internationally.
• Proven experience with account expansion, multi-year contract renewals, and complex enterprise escalations.
• Strong cross-functional collaboration skills across Sales, Product, Delivery, and Support.
• Proactive, self-driven, and solution-oriented approach to complex account challenges.

Nice to have

• Experience with e-commerce, marketplace mechanics, data feeds, or digital commerce expansion.
• Familiarity with Amazon, Otto, Zalando, or similar marketplaces.

Culture & Benefits

• Collaborative Berlin office connected to a global team of more than 200 people across 40 nationalities.
• Flexible working hours and flexibility in shaping the working day.
• Feedback-rich culture supporting personal progress and career development.
• Free confidential mental healthcare support.
• Direct influence on leading brands and retailers in the DACH region.

Hiring process

• Manager interview.
• Peer interview.
• Final-round case study.
• Typical process duration: 3–4 weeks.