Develop and implement strategies to reduce churn rate and increase customer satisfaction based on KPIs.
Onboard, proactively manage, and support our customers in using our data platform.
Analyze customer feedback, usage patterns, and market data to identify opportunities for improvement.
Work closely with sales, marketing, and product teams to understand and communicate customer needs.
Build and maintain long-term customer relationships through regular communication, training, support, and on-site visits to key customers.
Develop best practices and success stories to serve as references for existing and new customers.
Bring prior experience and provide mentoring within our Customer Success team.

Several years of experience in Customer Success Management at a B2B SaaS company.
Proven track record in reducing churn rate and increasing customer satisfaction and retention.
Experience monitoring and leveraging Customer Success KPIs such as churn rate, Net Promoter Score (NPS), Customer Lifetime Value (CLTV), Customer Health Score, Time to Value (TTV), and expansion revenue to drive business success.
Strong analytical skills and an understanding of customer needs and behavior.
High self-motivation, a proactive working style, and a strong interest in technology, artificial intelligence, and software solutions.
Excellent communication skills in German and English.
Experience leading and motivating remote teams is a plus.

A small, close-knit team and environment with flat hierarchies, short decision-making processes, and an informal, open communication culture
Balanced work–life through flexible working hours (flexitime model)
Flexible remote work policy
Regular team-building events in Vienna to keep team spirit alive while working remotely
Workations are also part of our philosophy
Contribution of your own ideas and strategies is explicitly encouraged :)

Senior Customer Success Manager

Key skills