Senior Customer Success Manager (m/w/d) – Team Leadership

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 guide 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. With proven success in account management and an established role within the team, there is a concrete medium-term prospect for functional and disciplinary team leadership. Your Tasks: 1. Strategic Account Management & Consulting: Holistic customer care: You guide demanding mid-market and enterprise clients through their 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 during 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.