Customer Success Manager, Mid-Market and Enterprise

Role Overview

This opportunity, offered through a partner company based in Germany, is for a Customer Success Manager focused on mid-market and enterprise clients. Working in a globally distributed, remote-first environment, you will serve as a strategic partner to organizations as they build and manage international teams. Your role will encompass overseeing the full customer lifecycle, enhancing retention, and driving growth by delivering measurable value through robust, long-term relationships.

Key Responsibilities

• Manage end-to-end customer engagements for a portfolio of mid-market and enterprise accounts, from onboarding to sustained partnership and retention.
• Establish and nurture strong connections with key stakeholders, acting as a trusted advisor aligned with their objectives.
• Design and implement customer success strategies, conduct structured business reviews, and maintain high engagement levels to maximize client satisfaction and value.
• Handle a substantial volume of customers, balancing priorities effectively while ensuring consistent communication and customer experience quality.
• Detect potential risks such as early signs of churn and proactively address these through collaboration and clear escalation protocols.
• Lead operational and quarterly business reviews, documenting outcomes, actions, and insights accurately.
• Collaborate with sales and internal divisions to uncover opportunities for account expansion, cross-selling, and commercial growth.
• Maintain detailed and up-to-date records in CRM and customer management platforms to uphold operational discipline.
• Leverage approved AI and automation tools to streamline workflows, improve communication, and enhance customer interaction.
• Share knowledge within the team to refine customer success processes and adopt best practices.

Candidate Profile

• Proven background in customer success, account management, or similar client-facing roles.
• Experience managing complex mid-market or enterprise clients with a focus on retention and account growth.
• Track record of leading implementation projects and juggling multiple priorities in dynamic settings.
• Strong skills in stakeholder engagement across various organizational levels.
• Fluency in English, both written and verbal, with the ability to communicate clearly and impactfully.
• Analytical and solution-oriented mindset to address customer challenges effectively.
• Experience spotting commercial opportunities including expansions and cross-sells.
• Highly organized, detail-focused, and accountable for process adherence, documentation, and follow-up.
• Comfortable working autonomously in a remote, asynchronous environment.
• Motivated by continuous improvement, innovation, and integrating technology to elevate customer experiences.

Benefits

• Remote working arrangement offering flexibility to work from any location.
• Flexible schedules within an asynchronous work culture.
• Competitive remuneration featuring base pay plus performance-related variable components.
• Flexible paid time off promoting work-life balance.
• Comprehensive health and wellness programs.
• Paid parental leave policies.
• Equity options and opportunities for company ownership participation.
• Allocated budget for learning and professional development.
• Support for home office setup and IT equipment.
• Funds for coworking spaces and in-person team activities.
• Collaboration with a globally diverse team shaping the future of work.

Additional Information

The recruitment process utilizes an AI-driven matching system to ensure prompt, unbiased candidate evaluation aligned with core requirements. Final hiring decisions are made by the partner company's internal team managing interviews and assessments. Applicant data is processed in compliance with relevant data protection regulations including GDPR, with an emphasis on privacy and transparency. AI supports but does not replace human judgment in candidate assessment.