Customer Success Manager
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Job Description
Customer Success Manager in Berlin for the DACH region facilitating client relations and ensuring service goals. Collaborating with engineers and stakeholders to drive success.
Responsibilities:
- Customer development & relationship management
- Build and maintain long-term, trust-based customer relationships as a Trusted Advisor.
- Ensure agreed service and contractual objectives are met.
- Prepare and conduct regular service and business reviews.
- Service & contract management
- Ensure contract fulfilment on both the customer and PCG side.
- First point of contact for critical issues and escalations, including coordinating internal resolution efforts.
- Monitor contract terms and initiate renewal processes (handover to Sales).
- Support onboarding of new customers (operational takeover, without project/transition responsibility).
- Development & upselling
- Identify new needs and development potential arising from ongoing operations.
- Structured handover of qualified upsell opportunities to Sales and internal stakeholders.
- Contribute operational perspectives and practical experience to the development of customers and services.
Requirements:
- We are looking for intrinsically motivated individuals who take ownership and proactively drive initiatives. People who work alertly, attentively, and in a structured way while keeping an eye beyond their immediate tasks.
- True team players: collaborating on equal terms is second nature to you – you share knowledge, help others, and are equally comfortable asking for support.
- Good understanding of Managed Services / IT operations and service processes.
- Knowledge of the public cloud environment, ideally with a focus on Microsoft Azure/M365.
- ITIL knowledge and a clear service mindset.
- Independent & reliable: you work precisely, think ahead, and do not require close supervision to deliver strong results.
- Service- & customer-oriented: you have a good sense for people, situations, and contexts.
- Technically interested but not operational: you understand cloud and IT contexts and can contextualize them without being deeply involved in hands-on implementation.
- Curious & reflective: you question the status quo, bring ideas, and aim to improve things sustainably.
- Willingness to take limited lead responsibility for smaller topics or sub-projects.
Benefits:
- Pure flexibility: Work the way that fits your life — remote across Germany, hybrid, or from one of our offices in Germany (Magstadt, Darmstadt, Berlin, Munich, Hamburg, Cologne, Ulm, Heidelberg, Frankfurt).
- Workation: Want to work and discover new places? Take up to 30 days of workation per year and combine work with travel.
- Time off: Recharge with 30 days of vacation per year.
- Your hardware, your choice: Mac, Windows or Linux — you decide what you prefer to work with.
- Growth opportunities: Training, labs and certifications with AWS, Azure, Google & SAP — we support your cloud expertise.
- Feedback that matters: Regular development and compensation reviews so you always know where you stand.
- More than the basics: choose between Spendit Card, Wellpass, or the Deutschlandticket. In addition: childcare subsidy and bike leasing as extra benefits for life beyond the laptop.
- Team spirit: Whether team events, a summer party or a Christmas party — we celebrate successes together.
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