Job description

Role overview

This opportunity is presented on behalf of a partner organization, which oversees all applications and the remainder of the hiring process. The partner is hiring a Technical Customer Success Manager in Germany to support enterprise clients using a leading SaaS platform across the EU.

In this role, you will act as a strategic advisor for customers, helping them achieve stronger adoption, better optimization, and long-term value from the platform. You will work with both business and technical stakeholders, combining relationship management, product understanding, and commercial thinking to influence customer outcomes and contribute to revenue growth. The position is remote-first, international in scope, and includes regular travel across Europe to support customer relationships and strategic work.

Key responsibilities

Own and develop customer relationships across the EU, acting as the main Customer Success point of contact throughout the account lifecycle.
Gain a solid understanding of each customer’s goals, success measures, usage patterns, and adoption approach so you can drive tangible results.
Partner with stakeholders in marketing, CRM, loyalty, product, technical, digital, and executive functions.
Become highly knowledgeable about the platform’s features, workflows, settings, integrations, and product enhancements, and use that knowledge to advise customers on best practices.
Run customer meetings, executive business reviews, success planning sessions, workshops, and strategic alignment conversations.
Track customer health, engagement, satisfaction, and adoption trends, and identify risks, barriers, and improvement opportunities early.
Support renewal and expansion efforts by showing the customer’s realized value and uncovering growth potential.
Work closely with Product, Support, Sales, Professional Services, Marketing, and Engineering teams to improve customer outcomes.
Gather customer input and share it with internal teams to help improve products, services, and the overall customer experience.
Help advance customer success methods, reporting, automation, health tracking, and operational workflows.
Use AI-enabled tools and automation to improve productivity, reporting, customer communication, and internal processes.
Travel around 30–40% across Europe for customer meetings, workshops, strategic reviews, and related business activities.

Requirements

Background in Customer Success, Client Success, Account Management, or a comparable customer-facing role in a B2B SaaS setting.
Clear understanding of the SaaS customer journey, including onboarding, adoption, value delivery, renewals, and account expansion.
Experience handling mid-market and/or enterprise accounts.
Ability to learn complex SaaS products quickly and convert business objectives into effective adoption strategies.
Strong communication, presentation, stakeholder management, and relationship-building abilities.
Good problem-solving skills, commercial awareness, and a structured, proactive approach to managing customers.
Proven capability to juggle multiple accounts while prioritizing work effectively.
Hands-on experience using AI tools to streamline workflows, reporting, documentation, automation, or customer operations.
Track record of building or deploying AI-supported projects, workflows, or automations with measurable results.
Comfort working in a remote, international, fast-moving SaaS environment.
Willingness and ability to travel regularly within Europe.
Fluency in English; additional European languages are a plus.
Legal authorization to work in the European Union.

Preferred experience

Exposure to loyalty technology, CRM, MarTech, customer engagement software, e-commerce solutions, or digital marketing tools.
Knowledge of loyalty program concepts such as rewards, points, tiers, segmentation, personalization, and omnichannel engagement.
Experience serving clients in retail, fashion, beauty, hospitality, travel, grocery, or consumer goods.
Familiarity with executive business reviews, customer workshops, strategic planning sessions, and customer success frameworks.
Experience with configurable SaaS products, APIs, integrations, implementation work, or technical customer environments.
Working knowledge of platforms such as Shopify, Salesforce, Oracle, Emarsys, or similar systems.

Benefits

Attractive compensation package.
Comprehensive health insurance.
Remote-first setup with flexibility and autonomy.
Flexible hours to help support work-life balance.
International, multicultural team environment.
Good scope for career growth and professional development.
Collaborative, fast-growing, entrepreneurial culture.
Regular company get-togethers and team events.
Supportive atmosphere focused on learning, growth, and impact.
Inclusive environment that values diversity, innovation, and individual contribution.

Additional information

This role is managed through a partner company’s hiring process. Applications are reviewed through an AI-supported matching system designed to assess candidates fairly and quickly against the core role requirements. The shortlist is then shared with the hiring employer, who handles interviews, assessments, and final decisions.

By applying, candidates acknowledge that their personal data may be processed and shared with the hiring employer for recruitment purposes under applicable data protection rules, including GDPR, on the basis of legitimate interest and pre-contractual measures. Candidates may exercise rights such as access, correction, deletion, and objection at any time.

Artificial intelligence tools may also be used during parts of the recruitment workflow, such as application review, resume analysis, response assessment, and identifying potential inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people.

Technical Customer Success Manager