Customer Success Manager, MM/Ent
New
GermanyFull-TimeManager
Salary32,200 - 72,400 EUR per year
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Job Details
- Languages
- English
- Required Skills
- SalesforceAccount ManagementStakeholder managementCustomer SuccessSaaS
Requirements
- Proven experience in Customer Success, Account Management, or similar client-facing roles within Payroll, HR Tech, or complex B2B SaaS environments.
- Strong understanding of payroll, EOR, or HR systems and multi-product SaaS ecosystems.
- Demonstrated ability to manage enterprise or mid-market customer portfolios with accountability for retention and growth.
- Excellent stakeholder management and communication skills, both written and verbal, in English.
- Strong ability to identify risks early, structure mitigation plans, and drive cross-functional alignment.
- Experience working across distributed teams and coordinating multiple internal stakeholders effectively.
- Comfortable operating in fast-paced, global, and asynchronous work environments.
- Strong analytical mindset with the ability to translate data and customer signals into actionable insights.
- High level of autonomy, ownership, and operational discipline in managing customer outcomes.
- Familiarity with CRM and customer success tools such as Salesforce and Vitally.
- Ability to use AI tools to support drafting, synthesis, and preparation while ensuring accuracy and alignment with source-of-truth information.
Responsibilities
- Own a portfolio of mid-market and enterprise customers across payroll, EOR, and adjacent HR products, ensuring strong retention and adoption outcomes.
- Manage the full post-sales lifecycle, including onboarding support, ongoing engagement, renewal risk management, and expansion opportunity identification.
- Act as the primary point of contact for customer success activities, ensuring proactive communication, structured agendas, and consistent follow-ups.
- Identify and mitigate customer risks early by building structured action plans and coordinating cross-functional stakeholders.
- Drive customer engagement through QBRs, performance reviews, and ongoing value tracking aligned with customer goals.
- Collaborate closely with Sales to surface expansion opportunities and ensure accurate documentation in CRM and customer success platforms.
- Ensure operational excellence through accurate system usage, clean handovers, and consistent data hygiene across tools such as Vitally and Salesforce.
- Translate complex customer needs and ambiguity into clear execution plans while minimizing operational friction.
- Coordinate across multiple internal teams to ensure seamless resolution of customer issues and dependencies.
- Contribute to team effectiveness through informal mentoring, best practice sharing, and participation in customer-facing initiatives.
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