Customer Success Manager

ABOUT THE ROLE We're a Munich-based, Seed/Series A AI-powered SaaS company operating in the Construction Technology (ConTech) and sales enablement space. Our platform helps construction industry sales teams identify, qualify, and win new business more efficiently — using AI to automate project research, CRM maintenance, lead tracking, and more. We're looking for a Customer Success Manager to join our growing team on-site in Munich. In this role, you'll act as a strategic Value Engineer for our clients, driving measurable commercial outcomes from onboarding through long-term retention and expansion. You'll be the trusted partner our customers rely on to get real business value from our product — fast. Visa sponsorship is not available for this role. Fluency in both German and English is required. WHAT YOU'LL DO - Own customer onboarding and kick-offs to deliver fast, measurable time-to-value for new clients. - Drive product adoption and translate customer needs into scalable best practices. - Manage commercial outcomes across your portfolio — including renewals, upsells, and churn mitigation. - Build and maintain trusted relationships with key decision-makers, keeping the focus on business outcomes. - Plan and run enablement sessions, trainings, and workshops to elevate customer operational excellence. - Lead regular business reviews using usage, pipeline, and performance data to surface risks and growth opportunities. - Advocate for customer needs internally and collaborate closely with the Product team to improve adoption and retention. - Identify and develop AI-driven opportunities to accelerate processes and deliver additional customer value. - Contribute to CS playbooks and scalable processes that strengthen retention and Net Revenue Retention (NRR). WHAT WE'RE LOOKING FOR Required - 1–3 years of Customer Success experience in a B2B SaaS company, or equivalent consultative client-facing experience. - Proven track record of driving retention, renewals, and commercial expansion within a customer portfolio. - Strong consultative mindset — able to translate strategy into concrete operational use cases for customers. - Sales and process affinity; comfortable working with modern sales organisations and revenue-focused metrics. - Data-driven approach: you use insights and performance data to demonstrate and quantify customer value. - Excellent communication and presentation skills in both German and English (fluent, written and spoken). - Willingness to travel for customer workshops and on-site onboarding sessions. - Strong relationship-building skills, diplomatic presence, and persistence in customer advocacy. Nice to Have - Background in B2B advisory, strategic account management, or revenue engineering. - Experience working with or alongside AI/ML-driven products. - Familiarity with the construction industry or related verticals. - Prior experience at companies such as Clay, Apollo.io, Outreach, Qualified, or similar sales tech / GTM platforms. LOCATION - On-site in Munich, Bavaria, Germany. - Regular travel required for customer workshops and on-site onboarding. - Visa sponsorship is not available.