Customer Success Manager
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Job Description
Customer Success Manager growing Ordio’s all-in-one HR platform for deskless-workforce companies. Driving onboarding, renewals, upselling, expansion, and net revenue retention.
Responsibilities:
- Manage, retain, and grow the customer portfolio.
- Guide new customers from setup and data import through training and successful adoption within their first two months.
- Take ownership of customer retention and portfolio growth through renewals, upselling, and expansion.
- Identify growth opportunities and sell Payroll Plus, additional modules, user licenses, and other services.
- Manage renewals, identify churn risks at an early stage, and develop targeted customer retention measures.
- Understand customers’ needs and growth plans, develop account strategies, and identify new opportunities.
- Maintain the renewal and upsell pipeline in the CRM, qualify opportunities, and produce reliable revenue forecasts.
- Collaborate with Sales on customer handovers and growth opportunities.
- Bring customer feedback to the Product team.
- Drive adoption of relevant features and modules.
- Communicate professionally with customers across all channels and maintain reliable CRM documentation.
- Increase Net Revenue Retention through successful product adoption, renewals, upselling, and expansion.
Requirements:
- German language skills at C1 level or higher.
- Experience in Customer Success at a SaaS or B2B software company.
- Experience managing and growing existing customer portfolios, ideally with responsibility for NRR, GRR, renewals, churn, or expansion revenue.
- Demonstrated success in upselling, cross-selling, or account expansion.
- Experience working with customers operating across multiple locations, regions, or business units is a plus.
- Friendly, professional, and solution-oriented communication style.
- Customer-focused and commercially minded, with the ability to identify growth opportunities.
- Proactive approach, early identification of risks, and the ability to develop solutions independently.
- Ability to inspire customers to use Ordio and demonstrate how to get the most out of the platform.
- Independent, motivated working style and the ability to quickly learn new topics.
- Strong technical affinity and confidence working with CRM systems, customer data, pipelines, and KPIs.
Benefits:
- Competitive salary
- The opportunity to join from the outset and help scale Ordio successfully
- The opportunity to shape innovative solutions and products
- The opportunity to help shape an open and successful company culture
- Personal development opportunities and significant responsibility from day one
- Motivated team
- Flexibility—including working from home, remote work, and flexible hours
- Modern office at WeWork in the heart of Cologne
- Agile startup culture
- State-of-the-art technical equipment
- Great team events
- Dogs welcome in the workplace
- Urban Sports Club membership
- Company bike leasing option
- Permanent employment contract
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