Senior Customer Success Manager – Construction-Tech SaaS | Munich or Berlin | Up to €105k OTE

About the Role

Join a leading B2B SaaS company specializing in the construction sector, headquartered in Munich or Berlin. This market-leading construction project management software company boasts a strong Series B backing from top Silicon Valley and European venture capitalists, a profitable business model, and over 70 employees. The Customer Success (CS) team is crucial, having driven Net Revenue Retention (NRR) to over 100%, and you'll manage your own Business Book of 1.5–2 million euros Annual Recurring Revenue (ARR), reporting directly to the Co-Founder.

Why This Opportunity is Attractive

• Leading construction project management SaaS in the German-speaking region (DACH) with over 70 staff and tens of millions in ARR, profitable since its 2018 founding.
• Outstanding customer retention with 95% gross retention and team NRR exceeding 100%, improving quarterly, powered by a CS team established recently.
• Serving over 1,000 clients and digitally managing approximately 100,000 construction projects, including notable sites like university hospitals and airport terminals.
• On-target earnings of €65,000 to €105,000 (85/15 fixed/variable split) with a bonus accelerator up to 150% for NRR beyond 110%, and employee stock options valued at 10% of base salary.
• AI-first working environment utilizing tools like Claude, Lovable, and proprietary AI agents for automated account assessment and CRM enhancements; about half of the organization is R&D.

Responsibilities

• Manage a book of 100–130 Mid-Market accounts generating approximately 1.5–2 million euros ARR, predominantly through remote/ digital interaction and minimal travel.
• Handle the complete customer lifecycle including onboarding, adoption support, quarterly business reviews with at least one engagement per account each quarter, and contract renewals.
• Identify opportunities for account expansion collaboratively with Account Executives; focus on both strategic consulting and revenue responsibilities.
• Engage with clients primarily in general contracting and construction planning sectors, who are experienced stakeholders in their field.
• Work within a team of 5 Customer Success Managers integrated within the tech organization with direct communication channels to Product leadership; reporting lines include the CTO and Co-Founder involved in customer success.
• Coordinate office presence three days per week (Tuesday-Thursday) located in Munich or Berlin Mitte, currently favoring Berlin, with a €1,500 travel budget for commuting between locations.

Performance Measures

• Primary Key Performance Indicator (KPI) is the Net Revenue Retention (NRR) of your portfolio, aiming to exceed the current team rate of approximately 107%.
• Within six months, develop substantial industry knowledge and progressively achieve full portfolio management, with measurable progress from month three.
• By twelve months, consistently meet or surpass KPIs and actively contribute to process improvements, playbook development, and automation initiatives.

Professional Development

• Receive onboarding support with pairing alongside experienced Customer Success Managers, bi-weekly coaching calls, and team retrospectives on customer journeys.
• Access a €1,000 yearly development budget, two dedicated development days, subsidized pension plans, and wellbeing programs including EGYM Wellpass.
• Grow your career by shaping the new Customer Success organization, taking responsibility as processes and systems are established.

Candidate Profile

• Minimum 2 to 3 years experience in Customer Success or Account Management within complex B2B SaaS environments, or significant construction industry experience (e.g., construction or project management roles) with a strong interest in transitioning to software.
• Experience handling Mid-Market accounts and confidently managing relationships across multiple stakeholders including construction management and executive levels.
• Commercial acumen for spotting expansion potential while maintaining technical expertise.
• Data-driven and proactive approach with affinity for AI tools (e.g., HubSpot, Notion, Claude).
• Fluent German (native level) and conversational English proficiency.

Additional Information

This role does not guarantee feedback if the qualifications above are not met. The company values individual consultation, growth opportunities, and connection with the broader Go-to-Market tech ecosystem.