Senior Customer Success Manager
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Job Description
Customer Success Manager overseeing B2B SaaS client engagements and driving customer satisfaction for ZEP GmbH. Fostering long-term relationships and maximizing product use for business growth.
Responsibilities:
- You manage and develop our customers across the entire customer lifecycle — from onboarding and enablement to expansion.
- You conduct product demos, trainings, and tailored sessions to onboard customers effectively and maximize their use of our software.
- You serve as the main point of contact for all functional and technical questions, providing fast, solution-oriented support.
- You identify potential, spot opportunities for up- and cross-selling, and actively support sustainable product adoption.
- You analyze usage data, derive recommendations, and develop tailored optimization measures together with our customers.
- You work closely with Sales and Product teams to communicate customer feedback in a structured way and continuously improve our platform.
- You actively contribute to the development of our Customer Success processes, materials, and best practices.
Requirements:
- Several years of experience in (SaaS) Customer Success — ideally in a B2B environment.
- Proficient with CRM systems (HubSpot) and MS Office.
- Excellent written and spoken German and English.
- Customer-centric mindset with a proactive, solution-oriented, and dependable working style.
- Willingness or a natural aptitude to learn complex software products or platforms.
- Excellent communication and presentation skills and confident interaction with stakeholders at all levels.
- Efficient management and prioritization of multiple customer contacts, requests, and tasks without losing the big picture.
- A sense of humor — we laugh a lot and enjoy growing together through challenges.
Benefits:
- 30 days of vacation
- Permanent employment contracts
- Remote-first company — work from anywhere within Germany!
- Support for setting up your home office
- The opportunities, freedoms, and ability to shape things like at a startup combined with the stability of a mid-sized company established for over 20 years.
- Flexible working hours — no core hours; coordinate with your team.
- Windows or Mac? Choose your preferred device!
- €50 monthly voucher for various benefits or an Urban Sports membership
- Open, team- and results-oriented culture
- Regular workshops, lunches and events for team building
- Individual pension plans
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