Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Lead renewals, onboarding, and account expansion for high-value B2B clients in DACH with an accent on driving adoption, revenue growth, and client retention. Focus on managing a portfolio of 250 accounts, proactive engagement across the customer journey, and executing commercial conversations.

Location: Germany (remote-first flexibility)

Company

Global B2B SaaS product company offering secure document sharing via Virtual Data Room and board collaboration platform.

What you will do

• Research new clients to identify value and growth opportunities
• Conduct onboarding trainings and kick-offs
• Manage portfolio of ~250 accounts with structured follow-ups and prioritization
• Drive renewals and expansions based on usage and insights
• Secure client reviews, testimonials, and case studies
• Participate in projects to improve customer success processes
• Conduct exit interviews for churned clients

Requirements

• Full professional proficiency in English (C1) and German (C2)
• At least 2 years as Account Manager or CSM in B2B, preferably SaaS
• Proven track record managing 50+ accounts with strong planning skills
• Experience driving MRR/ARR growth via renewals, upsells, cross-sells
• Experience in commercial client conversations (pricing, discounting, upselling)
• Customer-driven mindset with empathy and emotional intelligence
• Excellent communication, interpersonal, and presentation skills

Nice to have

• Familiarity with data rooms, board portals, or secure collaboration tools
• Experience in sales

Culture & Benefits

• Remote-first flexibility, home workplace and co-working budgets, IT equipment
• hirify.global Academy courses, external learning investment, personal development plans
• Tailored wellness package, Urban Sports membership, paid health time off
• 30 business days PTO, budget for team meetups, referral program
• Core values: Commitment, Excellence, Collaboration, Trust, Care

Hiring process

• Screening call with Talent Acquisition (30 mins)
• Roleplay with Hiring Manager (60 mins)
• Competency-based interview (60 mins)
• Hiring Manager interview (60 mins)