Senior Customer Success Manager DACH

Role Summary

The Senior Customer Success Manager DACH is a customer facing individual contributor responsible for executing the operational delivery of the customer journey for high value accounts in the DACH region.

The role ensures high quality implementation, rollout, enablement, and adoption by working closely with the Account Director to help establish, refine, and operationalise success plans, and by executing them through structured, trackable delivery. The Senior Customer Success Manager builds strong working relationships with key operational and functional stakeholders to drive engagement, provide clear visibility into customer progress, surface risks early, and ensure customers realise measurable value from the platform.

Working closely with the Account Director and Customer Solutions Engineer, this role plays a critical part in supporting successful renewals through strong adoption, stakeholder engagement, and value realisation.

Core Responsibilities

1. Customer Delivery, Rollout & Enablement

• Own the customer project and rollout plans across onboarding, rollout, enablement, and go-live for assigned accounts
• Translate emerging and defined success plans into structured, trackable execution in close partnership with the Account Director
• Maintain delivery discipline by tracking progress, dependencies, and risks and ensuring timely escalation where needed

2. Adoption & Value Realisation 

• Drive and monitor adoption across users and use cases, using data and qualitative signals to guide enablement actions
• Build strong working relationships with operational and functional stakeholders to sustain engagement and momentum
  Provide clear visibility into customer health, sentiment, risks, and early value realisation

3. Renewal & Expansion Readiness

• Support successful renewals by ensuring adoption, value realisation, and operational readiness are in place ahead of renewal cycles
• Track and communicate leading indicators relevant to renewal and expansion discussions
• Identify and suggest expansion of use cases based on observed adoption and customer needs

4. Executive & Cross-Functional Support

• Support the Account Director in preparing QBRs and executive reviews by owning data, progress tracking, and operational insights
• Coordinate issue resolution and escalations with the Customer Solutions Engineer and internal teams

5. Mid-Market Account Ownership 

• For a defined portfolio of mid-market accounts, the Senior Customer Success Manager may hold full end-to-end account ownership. This includes leading renewal and expansion processes, managing commercial discussions, and driving overall account outcomes in close collaboration with the Customer Solutions Engineer.

Skills & Experiences

• 5+ years of experience of experience working in Customer Success Management roles within a B2B SaaS environment, managing strategic, complex customer accounts in the DACH region
• Demonstrates a strong track record of driving measurable customer success through structured planning, proactive adoption strategies, disciplined risk management, and deep experience navigating complex account structures and multi-stakeholder environments
• Demonstrated ability to partner closely with Account Directors to help establish and operationalise success plans, contribute materially to QBRs and executive reviews, and support renewal readiness
• Highly effective communicator with the ability to influence technical and non-technical stakeholders at the operational and functional level, build alignment, and drive decisions through clarity and credibility
• Strong organisational skills with the ability to own and maintain customer project plans, documentation, and operational cadence across multiple parallel accounts
• Skilled at turning perceived objections and delivery obstacles into opportunities to engage stakeholders, uncover needs, and progress customer outcomes
• Brings resilience and genuine enthusiasm for technology, with a solution-oriented mindset and strong bias toward action and ownership in ambiguous and fast changing environments
• Experience navigating complex stakeholder landscapes and internal resistance and political friction.
• Ability to translate data and activity into clear, compelling value narratives with senior stakeholders.
• Fluent in German and English