Customer Success Manager (f/m/d)

Integral is one of Germany's fastest-growing startups, building a leading AI-native platform for accounting, payroll, and tax for business owners. As a Customer Success Manager, you will own the client experience from onboarding to ensuring platform adoption and preventing churn.

Responsibilities:

• Own the Sales-to-Service handoff: Take full context from Sales: each client's core challenges, prior-advisor situation, expectations, and business goals. Know the mandate cold before onboarding starts
• Run onboarding end to end: Guide clients through platform registration, document upload and identity verification, engagement-letter signature, and data takeover from their previous tax advisor. Coordinate final approval with Tax Operations and our Wirtschaftsprüfer
• Execute KYC/KYB checks: Collect and verify identification, documentation, and information. Pre-check our client-acceptance (exclusion) criteria, assign risk classifications, and coordinate every step to a final decision
• Drive platform adoption: Run intro walkthroughs, teach clients how to navigate the platform, set a check-in cadence, and make sure they actually use it: document uploads, task responses, approvals
• Prevent early churn: Monitor the onboarding funnel and engagement signals, own and coordinate mitigation for at-risk clients with Sales and Tax Operations, and make sure we deliver before a client thinks about leaving

Requirements:

• 3+ years in Customer Success, client onboarding, implementation, or account management in a B2B environment
• German at full professional fluency (C1+) is required
• Fluent English for internal collaboration
• You write well. Client emails that are clear, warm, and precise, and internal documentation clean enough for the next person to act on
• Comfortable in a CRM, Slack, and Notion, and quick to master whatever internal platform we put in front of you
• High empathy and real de-escalation skill
• High context and high agency
• Experience with regulated, compliance-heavy processes
• Familiarity with KYC/KYB and AML (GwG)
• SaaS, fintech, or professional services (tax, accounting, audit) experience