Senior Customer Success Manager (m/f/d)

• You work independently to support our strategically important clients and serve as their trusted point of contact at all levels, from end users to management.
• You proactively communicate with your clients, develop joint success plans, and conduct regular business reviews to help them achieve their business goals.
• You identify churn risks early on and implement appropriate measures to retain customers.
• You identify upselling and cross-selling opportunities and expand existing customer relationships in a targeted and sustainable manner.
• You design customer projects and customer engagement strategies with the support of modern AI tools, from the initial outreach to customized project planning.
• You use AI in your day-to-day work to increase efficiency—for example, to generate automatic summaries of your client meetings and to analyze client feedback and usage data.
• You develop training materials and conduct training sessions and workshops to help your clients get the most out of our products.
• You work closely with Sales, Support, and Product teams to ensure that client feedback is incorporated into the product.
  You help develop our Customer Success processes, playbooks, and best practices, and actively shape the department’s future development.
  You support and coach colleagues—especially those new to the profession—and share your expertise with the team.
• You keep an eye on key metrics such as retention, usage, and expansion, and measure your clients' success using data-driven insights.

We use HubSpot as our CRM and AI tools, which are an integral part of our daily work—from reaching out to customers and designing client projects to automatically summarizing meetings and forecasting churn. We also use our own products: VisitReport, BusinessCards, and LeadResearch.
You don’t need to be familiar with all of them, but you should be eager to learn how to use these tools.

• Several years of professional experience (ideally 5+ years) in customer success, account management, or a comparable client-facing role, preferably in a B2B SaaS environment
• Experience supporting large or complex clients, as well as the ability to interact confidently with decision-makers and stakeholders at the management level
• An open, confident personality with a high level of self-motivation
• Excellent communication skills to interact with clients at all levels
• Strategic and data-driven thinking, with experience working with KPIs and reporting
• Interest in digital solutions and a solid basic understanding of technology
• Openness to AI tools and a willingness to use them to make your daily work more efficient
• Very good German and good English skills
• Ideally, a vocational training program or a degree in business informatics, communications, business, or the humanities. Career changers with relevant experience and the right mindset are also welcome

• Your own exciting area of responsibility, which you can drive forward independently
• Work at a rapidly growing and successful tech startup with flat hierarchies and a motivated and dynamic team
• If you work with us on-site in Würzburg:
  • Work with state-of-the-art technologies in a fully equipped 950 m² office in downtown Würzburg
  • Flexible work-from-home policy: 2 days in the office – 3 days remote
  • Free drinks, a granola bar, and plenty of team events
  • Regular, free massage sessions right in the office
• Generous employee discounts at many retailers, service providers, and online stores
• Your own “JobRad” bike after your first year with us
• The best coworkers in the whole city