Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇩🇪 Germany – Remote

💵 €55k - €60k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Leadfeeder

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

🛍️ eCommerce

💰 Series A on 2019-04

Consulting • Marketing • eCommerce

Leadfeeder is a website visitor analytics software that helps identify which companies visit a website, providing insights into their behavior and engagement. By integrating with popular tools like Google Analytics, MailChimp, and Salesforce, Leadfeeder serves as a comprehensive solution for lead generation, account-based marketing, and sales intelligence. The software aims to enhance B2B sales efforts by revealing potential leads in real-time, making it easier for sales teams to connect with decision-makers.

📋 Description

• Own named customer coverage through a small CSM team, driving stalled adoption, securing renewals, and stabilising at-risk relationships. • Own the digital long tail through triggered outreach, one-to-many programs, self-serve enablement, a shared expansion queue, and Support hand-offs. • Own onboarding for every eligible new mid-tier customer, maintaining booking mechanics, volume, and completion rates. • Decide and defend capacity allocation across named coverage, digital programs, and onboarding. • Design lifecycle campaigns, office hours, webinars, in-product prompts, and self-serve paths for customers without named owners. • Determine where human conversations add value versus where programs are sufficient, adjusting based on evidence. • Collaborate with Marketing, Product, and Sales on cross-functional customer success motions. • Monitor renewal load, expansion signals, and onboarding volume weekly and act on them. • Convert usage and health signals into thresholds for human conversations, programs, or noise. • Build reporting on portfolio health, retention risk, and expected revenue movement. • Feed customer insights back into Product, Marketing, and Sales. • Apply AI to health scoring, risk alerting, outreach personalisation, and call preparation. • Launch AI initiatives that improve the operating model's economics, using the internal AI ops team. • Coach a small team across individual accountability, program-driven work, and high-volume onboarding. • Develop skills in renewal, expansion, onboarding, and early risk conversations. • Set outcome-based expectations focused on adoption, renewals, and expansion. • Hire and develop the team as it grows.

🎯 Requirements

• Experience running CS at scale — named coverage, pooled/tech-touch, or a mix. • Experience designing and standing up an alternative CS coverage model if only one type has been run. • Track record of managing and developing people across genuinely different ways of working on one team. • Real exposure to digital or programmatic CS within B2B SaaS, including lifecycle campaigns, automated outreach, and one-to-many enablement. • Commercial background or close to it: sales, RevOps, or a CS role carrying retention and expansion targets. • Strong data literacy and ability to turn usage and health data into coverage decisions. • Practical AI fluency; experience putting AI tools into a CS or RevOps workflow and making them stick. • Comfort with a young operating model and validating and adjusting it. • Product-led or high-velocity SaaS experience serving a large volume of smaller customers. • Familiarity with Salesforce, Intercom, round-robin scheduling, or sales engagement platforms. • RevOps, Sales Ops, or CS Ops background alongside people management.

🏖️ Benefits

• The chance to work with a very knowledgeable, high-achieving and fun team. • An international, diverse, dynamic and committed work environment. • The opportunity to work remotely, with a flexible work schedule. • Mental health support with Auntie.