Senior Customer Success Manager (m/w/d)

Your responsibilities: Your Role: As a Senior Customer Success Manager (m/w/d), you manage our strategic customer portfolio in the mid-market and enterprise segment. You are the central trusted advisor for your accounts and accompany them along the entire customer journey—from structured onboarding and product adoption to long-term value creation. As we continue to build and expand our Customer Success department, you will help shape best practices, playbooks, and structures from the ground up. Your Tasks: Holistic customer care: You guide demanding mid-market & enterprise clients through the entire lifecycle—with a focus on high ROI, maximum product adoption, and a strong NPS. You prefer direct customer contact and rapid problem-solving through direct exchange. Onboarding & Value Delivery: You lead complex onboarding projects, establish clear success metrics (Joint Success Plans), and shorten the time-to-value for your customers. Proactive Risk Management: You monitor customer health scores, identify potential risks early, develop effective countermeasures, and act as a confident escalation authority in critical challenges. Retention & Expansion: You are responsible for increasing the Net Retention Rate (NRR) through targeted up-selling and cross-selling, as well as conducting strategic business reviews (QBRs/EBRs) at the C-level. Structure & Process Design: You actively contribute to the establishment and expansion of our Cus...