Customer Success Manager

Job description

### About the Role This is a founding Customer Success role at a Y Combinator-backed B2B SaaS startup building AI-powered sales automation for distributors and manufacturers. You will own the full customer journey, from onboarding through expansion, and work directly alongside the product and engineering teams to shape how customers get value from the platform. Your work will have a direct impact on retention, growth, and product direction. ### What You'll Do - Own the end-to-end customer journey, spanning sales support, onboarding, adoption, and expansion. - Serve as the primary point of contact and trusted partner for customers, driving satisfaction and long-term relationships. - Lead onboarding and implementation to ensure fast time-to-value and sustained engagement. - Run workshops and training sessions to accelerate product adoption and share best practices. - Translate customer feedback into actionable insights that influence the product roadmap. - Help customers identify and unlock measurable efficiency gains and savings, including support during key negotiations. - Manage accounts to drive retention, upsell, and long-term strategic partnerships. - Collaborate closely with product, sales, and engineering to ensure customer needs shape development priorities. ### What We're Looking For - At least 1 year of experience in customer success, account management, or client-facing roles in SaaS, B2B, or consulting. - Proven ability to own onboarding, training, adoption, retention, and expansion with real customers. - Confident engaging C-level stakeholders and building trusted, long-term relationships. - Strong communicator with an analytical mindset, able to present complex issues clearly and translate them into solutions. - Proactive, empathetic, and motivated to build processes from scratch in a fast-moving startup environment. - Native German speaker with fluent English, both required for daily customer-facing communication. - Willingness to work five days per week on-site in Munich and travel occasionally to customers. - Experience in construction, supply chain, or the trades is a strong plus. ### Location This is a fully on-site role based in Munich, Bavaria, Germany. Occasional travel to customer sites is expected. Visa sponsorship is not available.