Senior Customer Success Manager

Your mission

As part of deskbird, a fast-growing workplace tech company backed by a $23M Series B and trusted by leading global brands, you’ll join a passionate, high-performing team on an exciting growth journey with exceptional opportunities for career advancement and professional development.

This is a hybrid role based out of our Munich or Berlin hub. We are seeking a proactive Senior Customer Success Manager to drive customer success and growth with our cutting-edge SaaS solution. 

In this role, you’ll take full ownership of key accounts, empower customers to become true product champions, and proactively work on expansion opportunities in your customer portfolio.

In this role you will

• Develop and nurture strong relationships with customers and internal teams, fostering trust and long-term collaboration.
• Identify and close growth and upsell opportunities within existing accounts.
• Own the commercial lifecycle of the account, including managing renewals, negotiating contracts, and hitting specific net-retention and expansion targets.
• Map out customer organizations to identify key decision-makers and influencers, moving from single-threaded to multi-threaded relationships.
• Proactively monitor account health metrics to identify at-risk customers and implement 'save' strategies to prevent churn.
• Ensure customer success by helping them fully leverage the potential of deskbird’s solutions.
• Lead and manage customer projects, from planning through execution to ongoing support.
• Organise and facilitate customer meetings, project kickoffs, and training sessions.
• Serve as the key point of communication between internal departments and customers, contributing to product improvement.
• Customise and optimise customer systems to fit their specific needs.
  

What you need to be successful

• At least 3+ years of experience in a B2B Customer Success role, ideally within the SaaS industry.
• Proven track record of building trusted relationships with B2B clients and delivering measurable business value.
• Customer-first mindset, recognised for empathy, proactivity, and a strong service orientation.
• Analytical and solution-driven, with the ability to address challenges through practical, positive outcomes.
• Excellent communication and interpersonal skills, enabling effective collaboration with internal teams and senior stakeholders.
• Native-level proficiency in German and fluency in English.

What’s in it for you?

• Unlimited annual leave: Plenty of time off to recharge.
• Annual company summit: Meet the whole team at our yearly summit in inspiring locations across Europe (check out the video from our last summit).
• Team “Bursts”: Opportunities to collaborate with your team in person.
• Home office support: Financial contribution to set up a comfortable, productive home office.
• Learning & development: Annual budget for coaching, certifications, and conferences.
• Co-working allowance: Budget to work from co-working spaces when you want a change of scenery.