Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a portfolio of German customers to ensure high satisfaction and retention with an accent on strategic account ownership and market expansion. Focus on driving GRR, reducing churn, and shaping the Customer Success playbook for the German market.

Location: Fully Remote within Germany

Company

hirify.global is an all-in-one employee app designed to modernize tools and the overall experience for front-line, hospitality, and retail workers.

What you will do

• Act as the primary point of contact and strategic partner for a portfolio of German customers.
• Drive key success metrics, specifically focusing on GRR, churn rate, and expansion opportunities.
• Analyze customer usage and performance data to provide actionable recommendations for clients and internal teams.
• Conduct regular business reviews in German to ensure value alignment and measurable results.
• Collaborate with Product, Sales, and Operations to advocate for the German market and improve customer experience.
• Help establish the Customer Success playbook and best practices for the German market.

Requirements

• Fluent German (native or near-native) and strong professional English are required.
• Proven Customer Success experience, ideally in SaaS, with a track record of managing portfolios.
• Deep understanding of German business culture, expectations, and communication styles.
• Ability to operate autonomously and bring structure to ambiguous environments in a new market.
• Strong relationship-building skills and ability to turn data insights into strategic decisions.

Culture & Benefits

• High-growth environment with a strong emphasis on promoting from within.
• Culture of development featuring honest feedback, active coaching, and autonomy to experiment.
• Opportunity to directly impact the daily lives of millions of frontline workers.
• Collaboration with a team of experienced ex-founders and operators.