Senior Customer Success Manager – Team Leadership

🕒 October 6

🇩🇪 Germany – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 25%

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become.1 GmbH

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

👥 HR Tech

☁️ SaaS

🤝 B2B

💰 $3.7M Seed Round - become.1 on 2024-09

HR Tech • SaaS • B2B

become. 1 GmbH is a German company that provides a centralized software platform for tax-optimized employee on-top benefits. Their product offers packaged benefit tiers (Light, Standard, Professional) and features such as vouchers, meal subsidies, mobility budgets (including the Deutschland-Ticket), internet subsidies, daycare subsidies, a become. 1 Card, a mobile app, an admin dashboard and payroll integration. The platform lets employers flexibly combine and manage benefits for their teams and appears aimed at HR and payroll processes for businesses.

📋 Description

• Strategically manage demanding Mid-Market and Enterprise customers throughout the entire customer lifecycle • Support onboarding, product adoption, and long-term value realization • Lead complex onboarding projects and establish Joint Success Plans • Monitor Customer Health Scores and proactively manage risks • Manage critical escalations and develop mitigation measures • Increase Net Retention Rate through upselling and cross-selling • Conduct strategic business reviews at C-level • Build and scale playbooks, while optimizing and standardizing Customer Success processes • Take on professional and disciplinary leadership responsibility for the CS team in the future

🎯 Requirements

• At least 4–6 years of relevant professional experience in Customer Success, Key Account Management, or strategic management consulting • Ideally, experience in a SaaS/B2B environment with a focus on Mid-Market and Enterprise customers • Demonstrable success in NRR, churn reduction, adoption rates, upselling/cross-selling, and NPS • Initial experience mentoring junior colleagues or a strong motivation to develop into a professional leadership role • Confident working with CRM and CS systems, such as Salesforce, HubSpot, Gainsight, or ChurnZero • Data-driven approach to managing Health Scores • Fluent German and English, with strong negotiation skills in both languages • Confident handling escalations and delivering presentations at executive level

🏖️ Benefits

• Flexible choice of work location: offices in Heidelberg, Munich, or Frankfurt am Main, with the option to work fully remotely • Opportunity to shape your role and actively contribute to building a growing Customer Success department • Transparent development path toward professional team leadership • Compensation package with a variable component (OTE) and transparent targets

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