Customer Success Manager (CMS)

Location: Berlin, Germany; regular in-person meetings with colleagues are required. Occasional on-site customer visits may be expected.

Company

A Berlin-based startup providing an AI-powered headless content platform for developers and content teams to create, deliver, and scale digital experiences.

What you will do

• Act as a trusted advisor and advocate for customers across EMEA.
• Guide customers through onboarding, product discovery, implementation, initial project success, and platform expansion.
• Build relationships with business leaders, developers, and other customer stakeholders.
• Identify expansion opportunities and coordinate with Sales on contract growth.
• Work with Product and internal subject-matter experts on product delivery, feedback, and customer enablement.
• Lead check-in calls, customer meetings, business reviews, workshops, and manage competing customer requests.

Requirements

• At least 3 years of experience in customer success management, technical account management, technical consulting, or a similar outward-facing role.
• Mandatory experience with headless products such as CMS, PIM, e-commerce, or related tools.
• Familiarity with current web and mobile technologies in project development contexts.
• Experience with annual or multi-year subscription sales models.
• Experience collaborating with solution architects, developers, and technical support teams to solve customer challenges.
• Excellent English communication skills required; German is beneficial for supporting DACH customers.

Nice to have

• CMS experience as a developer or author.
• Agency background.
• Experience driving strategy and outcomes for large companies such as Fortune 500 or Global 2000 organisations.

Culture & Benefits

• Remote-first, globally distributed working environment with a focus on collaboration and transparency.
• Culture based on accountability, ownership, continuous learning, and feedback.
• Yearly budget for training and conferences.
• AI-assisted tools may support parts of the screening process; final hiring decisions are made by the human recruitment team.

Hiring process

• Introductory call with the People Team.
• Interview with the Customer Success Team Lead, followed by a live case scenarios session.
• Conversation with the CEO, reference check, and job offer.