Scaled Customer Success Manager (Berlin)

Job description

**TL;DR** Hey, I'm [Konsti](https://www.linkedin.com/in/konstantin-bol/), CS Lead at Kombo. We're the unified API for HR and recruiting integrations. Kombo is growing fast, so I'm hiring our first Scaled Customer Success Manager. You'll own adoption and growth for our scaled segment, reaching the right teams at the right time through automations, signals, and campaigns. You're the first, so you'll define how the function works. **This is a Berlin-based, on-site role.** ## Why Kombo Kombo is on a mission to power the world's people data, from hire to retire. We're the unified API for HR, payroll, and recruiting systems: our customers connect once and get access to 250+ integrations, instead of spending months building them one by one. Indeed, Pleo, and Juicebox run their integrations on Kombo, alongside 400+ other teams, syncing data for 250+ million people worldwide. We're past $12M ARR, backed by $30M+ from YC, Volition Capital, and Acadian Ventures. 60+ people across Berlin and NYC. Take a peek at [the team and how we work](https://app.notion.com/p/Join-Kombo-05435d42f09a4b85b2083ae2266543af?pvs=21). ## About the role Build the system that helps customers launch and expand their integrations faster, while identifying the teams with the strongest potential to grow into larger plans. Kombo is on track to double revenue in 2026, and a lot of that growth will come from the scaled segment: several hundred teams, each adding integrations as they grow. Today our CSMs run mixed portfolios, but these customers need a different kind of support than larger accounts. Your role is to build the dedicated motion for this segment: helping customers make progress through timely outreach, useful self-serve resources, and direct support when it matters most. This role combines two big streams: - **Designing the scalable motion:** build automations, workflows, in-product enablement, and commercial work at scale. - **Selective 1:1 engagement:** use customer signals to decide when a direct touchpoint is needed, then jump in to unblock onboarding, drive adoption, support renewals, or turn expansion potential into a real opportunity. ## What you'll do - Own net revenue retention and the customer experience across $2M book of business managing over 100 scaled customers. - Build the motion that guides customers through the whole post-sale lifecycle. Design and run onboarding, adoption campaigns, expansion triggers, risk signals, and the renewal flow. - Build the automation engine behind it: one-to-many campaigns that land the right touchpoint at the right time, drive adoption, recover stuck customers, and upsell. - Own the self-serve customer experience. Tell product what makes setup and scaling hard, so it gets fixed. Build educational materials that help customers get going on their own. - Your first projects: build the onboarding flow that powers ~20-30 onboardings next quarter, plus the system that tracks customer health at scale. ## What we are looking for - Expertise in Customer Success, Revenue Operations, or Solutions, with experience of working on a portfolio of 100+ accounts. - Owned a revenue target for a scaled segment. You know how to spot growth signals in usage and customer behavior data and turn them into expansion opportunities. - Automation is your first instinct. You've covered hundreds of accounts with emails, in-app nudges, and workflows that don't read like a robot wrote them. - You are ready to work with engineers and technical customers. You’re comfortable with APIs, can solve high-level technical problems independently, and curious to learn how the product works in depth. - You've automated work with AI, whether that was n8n, Zapier, Notion, or just an LLM. Bring one build and walk us through it, from the idea to what it actually changed. - You can answer your own data questions. You are able to read and tweak a SQL query and set up your own dashboard. ## This role is likely not a fit if - You want a remote role or cannot commit to being in the office. - You prefer a purely relationship-managed book. - You need structured processes and aren't comfortable building from scratch. - You are uncomfortable with commercial conversations: renewals, expansions, negotiation. - You do not enjoy technical projects: reading docs, debugging, figuring out how integrations work. ##