Customer Success Manager - Mid-Market (Remote)

About the Role

We are looking for a Customer Success Manager to join our team remotely. In this role, you will take true ownership of customer outcomes, acting as a strategic partner to guide customers from onboarding through renewal and expansion. You will work with companies ranging from 150 to 5,000 employees, helping them translate operational and compliance requirements into effective frontline training.

What You'll Do

• Own customer outcomes end-to-end: You will act as the Captain of the Ship for your accounts, proactively driving next steps, removing blockers, and ensuring customers achieve tangible results with our platform.
• Lead with an advisory mindset: Challenge customers constructively, guide decision-making, and position yourself as a trusted advisor across operational and strategic stakeholders.
• Identify and drive expansion opportunities: Actively look for value creation potential across departments, locations, and use cases, building clear, impact-driven expansion motions.
• Orchestrate the full customer lifecycle: From structured onboarding to strategic account planning, executive business reviews, upsells, and renewals, you will continuously adapt the success plan for your accounts.
• Strengthen stakeholder networks: Build champions, multithread across departments, and align decision-makers to secure strategic partnerships.
• Translate insights into impact: Connect customer goals, risks, and success criteria to clear internal actions, collaborating closely with Sales, Product, and Support.
• Turn customers into advocates: Develop reference customers, case studies, and long-term partnerships through strong results and trusted relationships.

Requirements

• Solid experience in Customer Success or related GTM roles, ideally in B2B SaaS.
• Experience working with German Mittelstand companies and supporting expansion across the EU and US.
• Ownership of outcomes, not just tasks, with a proactive approach to driving accounts forward.
• Confidence in leading customer conversations, including challenging discussions and negotiations.
• Ability to identify expansion opportunities and translate them into structured business cases.
• Strong analytical skills to connect usage data, customer goals, and commercial potential.
• Understanding of complex stakeholder landscapes and the ability to build champions.
• Effective prioritization within a larger portfolio of approximately 70 to 130 accounts.
• Clear, confident, and concise communication in German and English at a professional level.

Nice to Have

• Experience in a start-up environment.
• Familiarity with training and compliance solutions.
• Proven track record of driving customer success metrics.

What We Offer

• Competitive salary and benefits.
• Remote work flexibility.
• Opportunities for personal and professional development.
• A positive working atmosphere with maximum transparency.
• Support for diversity and inclusion in the workplace.