Senior Enterprise Customer Success Manager

Role Overview

• Managing complex B2B customers, e.g., football stadiums, large arenas, hospitals and other key accounts: You will manage a small portfolio of our most important enterprise customers throughout their entire lifecycle — from contract signing through implementation and go‑live to long‑term support.
• Managing key customer stakeholders: You coordinate a wide range of stakeholders — from executive management and security officers to operational teams and external partners — and ensure clear communication and aligned decisions even in high‑pressure situations.
• Ensuring measurable customer success: You create customer‑specific success plans, define KPIs for adoption and activation, conduct regular business reviews and proactively manage health scores to detect risks early and unlock opportunities.
• Planning and executing complex implementations: For complex installations you coordinate internal and external service providers, plan milestones, resources and schedules, and ensure through solid processes and clear communication that SafeNow becomes an integral part of the customer’s daily operations.
• Responsibility for matchday
• and event‑critical activations: You support major go‑lives, matchdays and events, sometimes operationally on‑site, and ensure that SafeNow operates reliably and is used effectively under real conditions.
• Trainings for security staff and employees: You deliver training sessions on‑site or remotely, professionally prepare security teams and staff to use SafeNow, and ensure they operate safely, reliably and with confidence.
• Mentoring and knowledge sharing within the team: You actively share your knowledge with colleagues and help raise the team’s technical and professional level.

Requirements

• Extensive experience (5+ years): Several years of experience in Customer Success, Consulting, Account Management or managing complex enterprise accounts.
• Executive presence: You present yourself confidently, clearly and professionally, especially when dealing with C‑level executives, security‑related stakeholders and decision‑makers.
• Excellent project management skills: You manage complex rollouts in a structured, reliable way and deliver high quality results.
• Strong customer focus & ownership mentality: You act proactively, identify opportunities and risks early, and put the success of our enterprise customers first.
• Conflict resilience & strong communication skills: You can facilitate complex situations, resolve challenges constructively and lead decision‑making processes with confidence.
• Solid technical understanding: You quickly grasp technical workflows and can communicate effectively with technical contacts on the customer side.
• Experience with football stadiums, arenas or security‑critical large events: Ideally, you have experience working with football clubs, stadium operators, security service providers or event organizations and understand the specific requirements of live operations, safety and stakeholder management in complex venue environments.
• Experience in marketing or brand communications: Ideally, you have experience embedding complex solutions sustainably within organizations and developing effective activation measures.
• Willingness to travel (20–40%): You are happy to visit customers, trainings and implementations on site from time to time.
• Excellent German and English skills: You communicate precisely, professionally and appropriately for the audience, both written and spoken.

Tech Stack

• Go

Benefits

• Purpose‑driven work: Start each morning knowing that your contribution makes the world safer.
• Be part of a success story: Receive equity in our fast‑growing startup (VSOP) and benefit directly from the company’s success.
• Friendly culture: Experience a performance culture built on friendship and collaboration — we value teamwork.
• Maximum flexibility, maximum trust: Shape your working hours and vacation flexibly with our hybrid working model and the option for workations.
• Personal development: Experience a steep learning curve, a high degree of autonomy and responsibility — your scope to shape the role is as big as your ideas.
• Transparency: Work in an environment based on complete transparency. You gain insights into all areas of SafeNow and benefit from input across teams.
• Unique workations: Enjoy inspiring team workations — whether in a cozy mountain hut in Austria, a sunny finca in Mallorca or an idyllic house on Lake Chiemsee.
• Modern facilities: Enjoy our modern campus with food trucks, outdoor pool, rooftop terrace with alpine views, eGYM Wellpass membership and a cozy office — including our tree Benjamina and regular after‑work events.