Job Description

We are a fast-growing SaaS company with an international customer base serving in the fitness and leisure industry. Our mission is to deliver measurable value to our customers - from first implementation through to long-term, successful product adoption. As we scale our operations, we are looking for a dedicated Customer Success Manager for our DACH/Europe sub-team to maintain our high standards of service and retention.

The Customer Success Manager (CSM) is responsible for owning a portfolio of customers within the DACH/Europe region, ensuring their successful adoption, retention, and growth with our products. You act as a trusted advisor, guiding customers through their journey, understanding their business objectives, and driving value realization. You will operate within a scalable, KPI-driven structure, utilizing defined processes to optimize customer interactions.

Your position in our team

• Process & Journey Optimization: Support the creation, iteration, and improvement of our digital SMB customer journey to ensure a seamless experience at scale.
• Scalable CS Operations: Contribute to the design and implementation of efficient Customer Success processes, playbooks, and automated workflows globally.
• Customer Engagement & Adoption: Proactively guide customers on how to leverage our ERP Fitness, ERP Leisure, and Payments modules to achieve their specific business goals.
• Success Planning: Discover and document detailed customer business objectives to create and track strategic success plans and value milestones.
• Churn Analysis & Mitigation: Proactively monitor churn risk indicators, analyze root causes for cancellations, and implement intervention strategies to maximize retention.
• Sales Opportunity Management: Identify and qualify expansion and up-sell opportunities (e.g., additional modules, Finion, or ML products) and lead them through to closing.
• Product Advocacy: Act as a product enthusiast, feeding customer insights back to Product & Engineering to influence the roadmap while maintaining high tech affinity for our internal toolset.
• KPI Management: Use health scores, NPS, and usage data to prioritize outreach and provide accurate 12-month churn and growth forecasts.

Your profile

Experience & Skills

• Bachelor's degree in Business, Marketing, or a related field.

• 2+ years of experience in Customer Success, Account Management, or a client-facing role, preferably in an international SaaS environment.

• Proven ability to build and maintain strong customer relationships with operational and mid-level decision-makers.

• Excellent communication, presentation, and problem-solving skills.

• Familiarity with ERP systems, Payments, or the fitness/leisure industry is a plus.

• Strong track record in leveraging data and KPI-driven management.

Language Skills

• Native-level or business-fluent German and English (C1/C2) in spoken and written form.

• Additional EU languages (especially Spanish or French) are a clear plus.

Personal Attributes

• Entrepreneurial mindset, strong ownership, and outcome orientation.

• High customer focus and empathy.

• Strong change leadership skills; able to drive transformation while building trust.

• Willingness to travel across DACH and occasionally beyond.

Your benefits with us

• 100% remote work within Germany possible
• 30 days annual leave
• Offices with flexible workplaces in Hamburg, Eisenstadt, Warsaw, Boston and Melbourne - all equipped with various drinks & snacks.
• Our exclusive gym, next to the Hamburg office, for free use incl. personal coach for training and nutrition, available to all employees worldwide
• Our unique CashBack Sport program "Move Republic", which rewards your daily and sporting activities throughout (Germany)
• An above average pension grant for your company pension scheme ("bAV") in Germany or Austria
• Access to Udemy Business – grow your skills with thousands of high-quality online courses
• Access to the employee benefits portal with the best shopping deals in Germany and Austria
• Subsidy for the "Deutschlandticket" (local transport subscription)
• Direct communication channels through the whole company, an open feedback culture and pronounced appreciation, motivated teams and leads who interact at eye level