(Senior) Customer Success Manager

Job description

Mercura (YC W25) helps the companies that build the real world move at software speed, automating the back-office work that runs the $12 trillion industry behind every hospital, school, and power plant. We started with one of their biggest bottlenecks - turning messy technical requests into accurate quotes - and grew to $2M ARR in our first year. With a team of 16, we're now targeting $10M by the end of 2026 as well as our expansion into the US. ABOUT THE ROLE As a (Senior) Customer Success Manager, you will own the customer journey end-to-end - ensuring every user gets maximum value from Mercura. You’ll be involved throughout the full lifecycle: from expert discussions during sales, onboarding users, holding workshops, to expanding existing relationships. Working closely with our product, sales, and engineering teams, you’ll translate customer feedback into actionable insights, influence the product roadmap, and drive product adoption. You’ll build strong, lasting relationships, proactively engage customers, and develop tailored success strategies that ensure satisfaction and measurable impact. As a trusted advisor, you help customers achieve their goals while advancing Mercura’s growth ambitions. WHAT YOU WILL BE WORKING ON - Customer relationships: Act as the main point of contact and trusted partner for our enterprise customers customers, driving satisfaction and long-term partnerships. - Lead onboarding and implementation: Guide customers through onboarding and implementation - ensuring quick time-to-value and long-term engagement. - Develop deep product and customer expertise: Develop a deep understanding of our software and customers, and champion customer needs in the product roadmap. - Value creation: Help customers unlock measurable savings and efficiency gains, and support them during key negotiations. - Own account success: Drive Mercura’s adoption through training and best practices, while managing accounts for retention, growth, and long-term strategic partnerships. - Cross-functional collaboration: Work closely with product, sales and engineering teams to ensure customer feedback shapes product development. - Shape your own role: Take ownership beyond the day-to-day, build new processes, drive your own projects, and leave a real mark on an early-stage company. For the curious and motivated, this role is as much an opportunity to grow personally as it is to deliver customer value. WHAT WE OFFER - Steepest possible learning curve: There's no faster way to grow than building a company from scratch. You'll be thrown into the cold water, do things no one has done before, and have founder-like freedom in your domain. Over five Mercura alumni have gone on to found their own companies and raise millions after their time with us. - Build something with real-world impact: We ship code that directly helps a massive, yet overlooked manual industry run more efficiently and sustainably. With us, you can work on AI that contributes to economic growth and stability on a huge scale. - Ownership over comfort: You own a real area end to end. No one stands between you and your problem. It's uncomfortable at times, and that's exactly why you'll grow faster here than in any normal job. - Exceptional colleagues: You'll work alongside experienced operators, ex-founders, Science Olympiad medallists, and top graduates from Google, Bain, MIT, TUM, Harvard, CDTM, Oxford, and Cambridge. The bar stays high because the people next to you are the biggest lever for your growth. - Radical clarity: You'll always know where the company stands and why we decide what we decide — the real numbers, the wins and the setbacks, and the thinking behind them. Your input is genuinely wanted, and the best argument wins. - Tools, no questions: Your own company card and any AI or productivity tools you need to do your best work, without approval theater. - Real shares: Real equity in Mercura with the most favorable tax treatment. No VSOP, no ESOP. - The everyday: Free team dinners up to 4x/week, UrbanSportsClub membership, a company bike, and team workouts 3x/week. Easy relocation to Munich — our office sits in the WERK1 startup incubator, with an apartment next door for around €800/month. WHAT WE’RE LOOKING FOR - You have 1-3 years of experience in customer success, account management, implementation, or managing client relationships in SaaS, B2B, or consulting - You are a strong communicator, with the ability to engage confidently with C-level stakeholders and build trusted relationships. - You are a proactive, empathetic and people-oriented team player, committed to supporting others and creating lasting satisfaction and business value. - You have strong problem-solving skills and an analytical mindset that allows you to understand and present complex issues clearly. - You are pragmatic, solution-oriented, and motivated to build something and grow with us - Ideally, you have initial experience with construction, supply chain, and the trades - You are willing to work five days a week from our Munich office with a higher intensity than in a 9-5 job, with occasional customer travel - You are native in German and fluent in English Note: Studies show that men often apply when they meet only part of the criteria, while women and marginalized groups tend to wait until they meet every requirement. If this role excites you and you believe you could grow into it, we’d love to hear from you. WHY MERCURA - In-office energy in an ambitious and caring team: Your future colleagues are experienced operators, ex-founders, Science Olympiad medallists, and top graduates from places such as Google, Bain, MIT, TUM, Harvard, CDTM, and Cambridge. We bring extraordinary people together and deeply invest in your growth as your mentors, teammates and friends. We care, trust, and support one another, and we make sure that fun is at the heart of everything we do. - Work with the latest tech: AI is at the core of our product, and use the latest tech across our product and processes to tackle meaningful challenges and shape how users interact with AI. - Thrive in a high-growth, high-commitment environment: We’re growing extremely fast because we always put our work and our customers first. If you excel in fast-paced settings and want to grow as part of something big from day one, Mercura is for you. - Build for a market most people underestimate: We automate work in a $12T+ industry that still runs on emails, PDFs, phone calls, and manual ERP processes. The pain is real, the market is huge, and modern software has barely touched it. - Own one of the highest-leverage roles in the company: Mercura has the potential to become a category-defining company, but only if we move really fast now. As an early team member, you will have a direct, lasting impact on our culture, processes, technology, and product. YOUR TEAM & MENTORS You will work with - Stefan https://www.linkedin.com/in/stefan-zheng/ (Co-Founder & CPO; prev. Consultant at Bain & Researcher at Harvard Business School) - Julia https://www.linkedin.com/in/julia-kessler-68a99818a/ (prev. CSM & Presidents Club winner at Personio) Your mentors will be - Julian Borg https://www.linkedin.com/in/madrzak/ (Co-Founder & CPO Remberg) ABOUT THE INTERVIEW Step 1: Intro Call with Julia Kessler (Founding CSM): A short first conversation to get to know each other and share more about Mercura. Step 2: Technical Discussion with Stefan Zheng (Co-Founder & CPO): A deeper conversation about your experience, approach, and fit for the role. Step 3: Take-Home & Case Discussion: You’ll prepare a practical case exercise and discuss your approach with Julia and Stefan. Step 4: Onsite: Join us in our Munich office to meet the team and experience our working style. Step 5: Offer: If there is a strong mutual fit, we’ll make you an offer. At the same time, we’ll ask you to provide 2–3 references. ABOUT THE FOUNDERS We are Lukas, Stefan & Sean, the co-founders of Mercura. We share a deep commitment to excellence and the discipline to pursue what others might consider impossible. Two of us come from non-academic families, and we all know what it means to create our own paths and overcome barriers. This experience shapes our belief in equal opportunity and fuels our dedication to social mobility. Lukas (left) is responsible for business development at Mercura. With his background as a Data Scientist at Allianz and at Google in Silicon Valley, he brings extensive expertise in data and AI. Lukas’ family has been active in the construction industry for over 100 years, giving him a deep understanding and passion for the sector's specific needs. Sean (middle) is responsible for technical development at Mercura. As a top 0.01% physicist, Sean earned a Silver medal for Germany at the International Physics Olympiad (IPhO), began researching with the Max Planck Institute at the age of 16, and has since published at leading machine learning conferences. Stefan (right) leads product development at Mercura. Previously, he worked in management consulting at Bain & Company, where he helped manufacturers improve their operations. Stefan leverages his research experience at the Massachusetts Institute of Technology (MIT) and Harvard Business School to develop innovative solutions for the industry. At Mercura, we believe that the best ideas emerge when people from different backgrounds collaborate together. We hire based on ability, mindset, and values, and we live by one simple rule: the best idea wins. Beyond Mercura, we actively support initiatives that promote diversity and gender equity and commit a portion of our personal income each year to organizations expanding opportunity for others. [https://app.ashbyhq.com/api/images/user-content/aea8071f-e224-4680-b825-9d15c5a9df28/8836b971-88e3-4b84-bebc-66dc92a82ee7/founders-1-2%20(1).jpg] OUR COMPANY VALUES Customer first. We stay close to our customer’s reality and use their feedback to build what truly matters and earn their lasting trust. Ownership. We take responsibility end-to-end and act proactively to pursue the most ambitious goals. Enjoy the ride. We build a culture where people can be themselves, have fun doing meaningful work, and celebrate wins along the way. Let the best ideas win. We challenge each other respectfully and judge ideas by merit, not who said it. Down-to-earth. We are approachable, humble, and hands-on, bringing both heart and mind to everything we do.