Manager Customer Success (SaaS)

TL;DR

Manager Customer Success (SaaS): Lead and develop the Customer Success team for the DACH region, driving customer retention, satisfaction, and expansion with an accent on strategic leadership and cross-functional collaboration. Focus on managing key accounts, mentoring team members, and aligning regional strategy with global objectives.

Location: Munich office with a hybrid schedule requiring in-office presence Monday, Tuesday, and Thursday, with some remote work options on other days.

Salary: €125,000 - €142,000

Company

hirify.global is a leading platform for human + AI collaboration, recognized globally for workplace culture and innovation, with a strong product focus and hybrid work model.

What you will do

• Define and execute Customer Success strategy for the DACH region aligned with global goals.
• Lead, mentor, and coach a team of Customer Success Managers to drive performance and customer advocacy.
• Manage key regional accounts ensuring high customer satisfaction and engagement.
• Establish and monitor KPIs such as Net Revenue Retention and Customer Health Score.
• Collaborate with Sales, Product, and Marketing teams to drive customer growth and feedback integration.
• Act as escalation point for critical customer issues and oversee resolution.

Requirements

• Location: Must be based in or able to work from Munich with hybrid office schedule.
• 5+ years in Customer Success or Account Management with 3+ years in leadership.
• Experience managing teams or customers in the DACH markets.
• Strong leadership, communication, and analytical skills.
• Proficiency with CRM and Customer Success platforms like Salesforce, Gainsight, ChurnZero.
• English: B2 level or higher required.

Nice to have

• Curiosity and willingness to learn AI tools and emerging technologies.

Culture & Benefits

• Comprehensive compensation including base salary, equity, and incentives.
• Mental health, wellness, and fitness benefits.
• Career coaching and support.
• Inclusive family building benefits.
• Long-term savings or retirement plans.
• In-office culinary options catering to dietary preferences.