Senior Customer Success Manager

TL;DR

Senior Customer Success Manager (Customer Success): Own and lead key client relationships to ensure maximum value from the Catapult Business Intelligence (BI) platform with an accent on retention, renewals, and expansion across high-value accounts. Focus on driving onboarding and adoption, translating client feedback into actionable improvements, and coordinating with sales, product development, and BI consultants to improve client e-commerce outcomes.

Location: Hamburg

Company

hirify.global partners with brands to accelerate e-commerce growth using proprietary technology and a BI platform called Catapult.

What you will do

• Serve as the strategic point of contact and trusted advisor for the most important clients, owning long-term client success.
• Lead onboarding and adoption strategy for key accounts to ensure clients fully leverage Catapult features.
• Drive retention, renewals, and expansion opportunities, identifying upsell and cross-sell potential.
• Partner with internal teams (sales, product development, BI consultants) to influence the product roadmap and improve client satisfaction.
• Collect and analyze client feedback to identify platform improvement opportunities and training needs, then turn them into actionable recommendations.
• Use CRM and project management tools (e.g., HubSpot, Office Workspace, Asana) to track interactions and manage tasks efficiently.

Requirements

• Several years of experience in Customer Success, Account Management, or a comparable client-facing role, ideally in a SaaS or e-commerce/Amazon consulting environment.
• Proven track record managing and growing high-value client relationships with measurable retention and expansion results.
• Strong understanding of customer needs with a consistent focus on long-term customer success.
• Ability to communicate complex topics clearly and effectively in German and English.
• Comfort working under pressure, balancing multiple priorities, and adapting quickly to change.
• Solid understanding of SaaS products and experience supporting customers and collaborating with internal software/product stakeholders.

Culture & Benefits

• Hybrid work model with a modern office in the heart of Hamburg.
• Unlimited learning budget and Gallup StrengthsFinder support.
• 20 to 40 vacation days plus one week per year to work from abroad at the Sunshine Office.
• International team with 30+ nationalities and close collaboration with clients.
• Lunch allowance, OpenUp mental wellbeing support, EGYM Wellpass, bike leasing, pension plan, and Deutschland Ticket subsidy.