Customer Success Manager – DACH (f/m/d)

Location: Berlin, Germany; hybrid work from the Berlin office

Company

hirify.global provides a SaaS platform that helps merchants manage and grow their presence across online marketplaces.

What you will do

• Manage a portfolio of 35–60 DACH merchant accounts with responsibility for net revenue retention, churn, and expansion.
• Run proactive account management through health-score tracking, QBRs/EBRs, stakeholder mapping, and early risk detection.
• Drive GMV growth by connecting platform capabilities to marketplace strategies across Amazon.de, Otto, Zalando, and other marketplaces.
• Lead renewals, upsells, contract negotiations, and multi-year planning independently.
• Partner with DACH Account Executives on expansion strategy and collaborate with Delivery and Support on escalations.
• At senior level, mentor CSM colleagues, develop playbooks, and lead cross-functional initiatives to improve team operations and handoffs.

Requirements

• Professional, business-fluent German is essential.
• Strong English is required for internal collaboration.
• 3–5+ years of experience in customer success or account management.
• Hands-on experience in B2B, SaaS, e-commerce, marketplaces, or an adjacent commercial environment.
• Experience with renewals, contract negotiations, business-case framing, and conversations up to C-suite level.
• Data-driven and independent approach to diagnosing problems, proposing solutions, and using health scores, usage data, and pipeline metrics.

Nice to have

• Experience coaching colleagues and leading initiatives beyond an individual account portfolio.

Culture & Benefits

• Work from a close-knit Berlin office connected to a global team of more than 200 people across 40 nationalities.
• Flexible hours and freedom to shape the working day within a hybrid working model.
• Feedback-rich environment supporting personal progress and long-term career development.
• Free, confidential mental healthcare support.
• Typical hiring process duration of 3–4 weeks.

Hiring process

• Recruitment selection interview covering experience, motivation, and application logistics.
• Video interview with the CSM Director focused on customer management approach and day-to-day operation.
• Final case-study discussion with concrete scenarios and members of the team.