Customer Success Manager

About the Role

This is a founding Customer Success role at an early-stage B2B SaaS startup, sitting at the intersection of sales, product, and engineering. You will own the full customer journey and directly shape how customers adopt and derive value from an AI-powered sales automation platform built for distributors and manufacturers.

What You'll Do

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• Own the end-to-end customer journey from sales support through onboarding, adoption, and expansion.
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• Serve as the primary point of contact and trusted partner for customers, driving satisfaction and long-term relationships.
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• Lead onboarding and implementation to ensure a fast time-to-value and sustained engagement.
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• Run workshops and training sessions to accelerate product adoption and share best practices.
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• Translate customer feedback into actionable insights that influence the product roadmap.
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• Help customers unlock measurable efficiency gains and support them through key business negotiations.
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• Manage accounts to drive retention, growth, and long-term strategic partnerships.
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• Collaborate closely with product, sales, and engineering teams to ensure customer needs shape development priorities.

What We're Looking For

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• At least 1 year of experience in customer success, account management, or client relationship management in SaaS, B2B, or consulting.
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• Proven experience owning customer onboarding, training, adoption, retention, and expansion.
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• Confident engaging C-level stakeholders and building trusted, long-term relationships.
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• Strong communicator with an analytical mindset, able to present complex issues clearly.
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• Proactive, empathetic, and solution-oriented, comfortable building processes from the ground up in a fast-moving startup.
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• Native German and fluent English, required for daily customer-facing communication.
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• Willingness to travel occasionally to customer sites.
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• Background or familiarity with construction, supply chain, or the trades is a strong plus.

Location

This is a fully on-site role based in Munich, Bavaria, Germany, five days per week. Visa sponsorship is not available.