Customer Success Manager SMB (German speaking)
P
PleoSaaS, fintech
We can hire on a hybrid or in-person set-up in any of the locations listed on the advert but you will need to be physically based in the country of your choice with a valid right to work.Full-TimeManager
Salary not disclosed
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Job Details
- Languages
- German
- Experience
- 3–5 years of experience
- Required Skills
- Microsoft Power BIJiraTableauAccount ManagementRelationship managementCRMCustomer SuccessHubSpotSlackAsanaZendeskLooker
Requirements
- 3–5 years of experience in Customer Success, Account Management, or a similar customer-facing role in SaaS, fintech, or technology environments.
- Experience managing a portfolio of customers with responsibility for retention support, adoption, customer health, and relationship management.
- Strong customer communication skills with the ability to lead clear, professional, and credible conversations.
- Experience with churn prediction and prevention basics including risk identification, health tracking, and proactive customer follow-up.
- Comfort managing forecasts and account visibility across renewals, risk, and customer engagement.
- Strong relationship management skills with the ability to build trust and maintain momentum across multiple stakeholders.
- Experience using digital and relationship-based customer engagement motions depending on customer need and account value.
- Strong organisational and execution skills with the ability to manage multiple priorities across a portfolio.
- A customer- and outcome-focused mindset with the ability to connect customer needs to product value and next steps.
- Strong cross-functional collaboration skills and the ability to work effectively with Sales, Support, Product, RevOps, and Operations.
- A data-aware mindset with the ability to interpret customer signals, trends, and account health indicators.
Responsibilities
- Own a portfolio of high-value SMB customers with accountability for customer health, retention support, adoption, and engagement quality.
- Retain customers at risk outside of your portfolio based on a case by case assignment
- Build strong customer relationships across operational and decision-making stakeholders, serving as a trusted and responsive partner.
- Guide customers through key lifecycle moments including onboarding, adoption, value realisation, renewals, and growth opportunities.
- Drive proactive customer engagement through a mix of digital motions, structured outreach, business reviews, and relationship-based interactions.
- Monitor customer health and engagement signals to identify customers at risk and take action early.
- Support churn prediction and prevention efforts by tracking account signals, running risk reviews, and building mitigation plans with internal partners.
- Maintain forecast visibility across your portfolio including renewals, growth opportunities, customer risk, and key milestones.
- Create and manage customer success plans and account action plans that align to customer goals, lifecycle stage, and business needs.
- Partner cross-functionally with Support, Product, Sales, and Operations to resolve customer issues, remove blockers, and improve outcomes.
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