Key skills
SaaSCommunicationCollaborationCustomer SuccessSales
About this role
Role Overview
- Conduct structured onboarding for new customers
- Ensure a fast time-to-value
- Provide customer training and enablement
- Build and maintain long-term customer relationships
- Proactively manage accounts and perform regular check-ins
- Identify opportunities to optimize product usage
- Develop and implement upsell and cross-sell strategies
- Work closely with Sales
- Collect and structure customer feedback
- Coordinate closely with the Product and Engineering teams
- Contribute to the continuous improvement of the platform
- Reduce churn
- Ensure high customer satisfaction
- Monitor relevant KPIs (e.g., NPS, usage, retention)
Requirements
- Several years of experience in Customer Success at a SaaS company
- Strong understanding of digital products, SaaS business models, and software solutions
- Experience onboarding customers and building/developing customer relationships
- Proven track record in upselling, cross-selling, and account growth
- Excellent communication skills (written and verbal) and confident customer-facing presence
- Fluent in German and strong English skills, both written and spoken
- Structured, independent, and solution-oriented working style
- High customer focus and the ability to quickly understand and implement complex requirements
Benefits
- Remote-first working environment (Germany)
- High level of responsibility and scope for shaping the role
- Direct collaboration with founders and the product team
- Dynamic startup environment with fast decision-making
- Attractive salary + performance-based components
- Opportunity to actively contribute to the growth of a SaaS company