Senior Customer Success Manager – all genders

Role Overview

• You act as a strategic advisor for our customers, understand their business goals, and ensure early value as well as sustainable impact.
• You build trusted customer relationships, develop project champions on the client side, and identify relevant stakeholders.
• You ensure company-wide adoption of TradeLink and support customers in using our AI-powered product by applying structured change management and driving adoption across the organization.
• You take end-to-end ownership of rollouts across the entire customer journey – including partner activation.
• You identify, understand, and clearly articulate user requirements to enable customer-driven development of our AI-based product features.
• You recognize upselling and cross-selling opportunities within your customer portfolio and proactively drive their implementation.
• You work closely with the sales team, evaluate new opportunities, and actively contribute to the revenue growth of your customer portfolio.

Requirements

• You have at least 3 years of experience in a customer-facing role within a digital environment – ideally in B2B SaaS (experience in the logistics industry is a plus).
• You have proven experience in structured onboarding and rollout of customers or similar projects and take responsibility for ensuring new customers successfully start with the product and achieve real value.
• Experience identifying and realizing upselling and expansion potential within a customer portfolio is an advantage.
• You have worked in dynamic, fast-growing environments such as startups, scale-ups, or consulting, and can maintain oversight even at high pace.
• You are a team player with a hands-on mentality and see yourself not as a pure support role but as a strategic interface between customers, product, and sales.
• You have strong analytical skills, are highly self-organized, and can set priorities confidently.
• You communicate at a business-fluent level in German and English; additional European languages are a plus.

Benefits

• Impact, Innovation & Ownership: Shape the development of our fast-growing B2B2 SaaS startup in logistics. Influence product, customer solutions, growth, and brand. We move quickly, think big, and solve real problems.
• Flexibility & Remote-First: Flexible work — remote or from our offices in Munich and Berlin. Our virtual office connects us and supports efficient collaboration.
• Learn & Grow: Receive continuous feedback, 360° reviews, and work closely with experienced founders and senior leaders.
• Passionate Team: Be part of a motivated, supportive team that values clarity, ownership, and real impact.
• Culture & Camaraderie: Inclusive, diverse, and fun — from virtual team events to memorable offsites. We live strong team cohesion.
• Success Sharing: With our VSOP program, you benefit from the company's growth and success.