Customer Success Manager

We are seeking a Long Tail Customer Success Manager (CSM) to own and scale the success of a large portfolio of small-to-mid-size customers (“long tail”) for our SaaS platform. This role is designed for high efficiency, operational excellence and fast impact through digital-first engagement, automation, data-driven prioritization, and standardized success motions rather than high-touch account management. While main focus of this role will be Longtail customers, there will be a significant element of maintaining operational data standards across the other parts of the portfolio.

The ideal candidate combines strong customer orientation with an affinity for technology, analytics, and product data. You will ensure customers realize value quickly, adopt key capabilities, renew successfully, and identify expansion opportunities where relevant.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Portfolio Ownership (Scaled Success)

  • Manage a high-volume portfolio of long-tail customers across DACH and Europe

  • Deliver success primarily through one-to-many and digital channels (webinars, in-app messaging, campaigns, knowledge base, community)

  • Prioritize outreach using health scores, usage data, and risk indicators

  • Serve as the primary point of contact for non-strategic accounts

• Onboarding & Adoption 

  • Drive structured onboarding programs to accelerate time-to-value

  • Guide customers in adopting core product capabilities, especially data-driven workflows

  • Promote best practices for managing product information and digital content

  • Monitor usage metrics and intervene proactively when adoption stalls

• Renewal & Retention

  • Support renewal processes for long-tail accounts

  • Identify churn risks early and execute mitigation plans

  • Collaborate with Sales and Account Management on commercial actions when needed

• Customer Education & Enablement 

  • Design and deliver scalable training formats (group sessions, tutorials, playbooks)

  • Maintain and improve self-service resources

  • Enable customers to independently operate the platform

• Data-Driven Customer Management 

  • Analyze product usage, engagement signals, and support trends

  • Maintain accurate CRM and Customer Success Platform data

  • Contribute insights to improve health scoring models and segmentation

• Commercial & Operation Hygiene on wider portfolio

  • Review customer contracts, order forms, and amendments to ensure all products, data domains, recipients, and entitlements are correctly reflected in internal systems.

  • Validate that customer licenses, usage rights, and service entitlements are accurately provisioned and aligned with contractual agreements.

  • Maintain high data quality standards in Salesforce, including:

    • Account and opportunity hygiene

    • Correct product, SKU, and entitlement mapping

    • Accurate renewal dates, ACV, and contract term

WE SHOULD TALK IF THIS SOUNDS LIKE YOU 

• Experience in Customer Success, Account Management, Technical Support, or similar SaaS roles
• Excellent language skills in English and either German or Polish (C1) 
• Experience in using tools like Salesforce and ChurnZero
• Experience of managing a large number of customers simultaneously is strong plus
• Demonstrated ability to work in structured, process-driven environments
• Analytical mindset with comfort interpreting dashboards and usage metric
• Excellent communication and presentation skill
• Highly organized and self-managed in a remote environment