Customer Success Manager, SMB

Role overview

This opportunity is for a Customer Success Manager focused on SMB accounts in Germany. The position is presented on behalf of a partner company, which will handle applications and the subsequent hiring steps.

You will join a fast-moving, globally distributed organization that is building modern employment infrastructure. The role centers on the full post-sales customer journey for a portfolio of small and medium-sized business clients. Your work will include onboarding, adoption, account growth, renewal support, and ongoing health management. You will act as a trusted partner to customers, help them get maximum value from the platform, watch for signs of churn, and look for expansion opportunities. The environment is autonomous, asynchronous, and data-led, so strong ownership and organized execution are essential when managing a large book of business.

In this role, you will work closely with Sales and other internal teams to align expectations, solve issues, and improve the customer experience. The position suits someone who performs well in dynamic global settings and likes combining structured operational work with direct customer impact.

Key accountabilities

• Take responsibility for the complete post-sale lifecycle, covering onboarding, product adoption, account reviews, renewals, and continuous monitoring of account health for SMB customers.
• Build trusted relationships with customers and support them in getting the greatest possible value from the platform.
• Lead churn prevention from start to finish by spotting risks early and putting structured retention and recovery actions in place.
• Run regular business reviews, including QBRs, and identify qualified upsell or cross-sell opportunities, then coordinate follow-up with Sales.
• Keep account health data and CRM records accurate and well maintained to support reliable reporting.
• Work with Sales, Support, and Operations to resolve customer concerns and ensure alignment on expectations.
• Collect customer feedback and convert it into practical recommendations that improve the product, workflows, and overall experience.
• Use approved automation and AI tools to improve efficiency in account management, documentation, and customer communications.
• Maintain clear documentation of customer interactions, risks, and opportunities across the SMB portfolio.

Requirements

• Prior experience in Customer Success, Account Management, or another customer-facing role, preferably with a large SMB portfolio.
• Ability to manage 50 or more accounts with consistency, resilience, and disciplined execution.
• Experience independently handling churn reduction and retention strategies end to end.
• Strong commercial awareness and the ability to identify and develop expansion opportunities.
• Excellent English communication skills, both written and spoken, with the confidence to work with varied stakeholders.
• Strong problem-solving ability and a structured approach to turning customer issues into action plans.
• Experience partnering with Sales and internal operational teams in a cross-functional setup.
• Very good organization, attention to detail, and the ability to handle competing priorities.
• Comfort using CRM tools and customer success platforms such as Vitally or similar systems.
• It is a plus to have experience with AI tools, automation workflows, or SaaS environments.

Benefits

• Competitive compensation with a variable performance-related component under an OTE structure.
• Completely remote, asynchronous working model.
• Flexible hours to support a healthy work-life balance.
• Generous paid time off.
• 16 weeks of paid parental leave.
• Stock options as part of the long-term incentive package.
• Learning and development budget to support ongoing growth.
• Allowance for home office equipment and internet support.
• International, distributed team culture across several continents.
• Mental health and employee wellbeing support.
• Opportunity to contribute in a fast-scaling global tech environment that is reshaping employment solutions.

Additional information

The application and next steps are managed by the partner company, not directly by the listing platform. Shortlisting is handled through an AI-powered matching process that reviews candidates against the role’s core requirements quickly and objectively. The best-matching candidates are shared with the hiring company, while interviews, assessments, and final decisions are handled internally by their team.

Data privacy and process notice

By applying, you acknowledge that your personal data will be processed to assess your candidacy and shared with the hiring employer where relevant. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You can exercise your rights such as access, correction, deletion, and objection at any time.

Automated tools, including AI, may be used to support parts of the hiring process such as application review, resume analysis, response assessment, and detecting potential inconsistencies or verification signals. These tools assist the recruitment team, but human judgment remains central and the final hiring decision is made by people. You may contact the team for more information about how your data is processed.