Senior Customer Success Manager

Role Overview

• Strategic account management — own a portfolio of senior customer relationships.
• Drive adoption, expand usage, surface upsell, and lead renewals.
• You are the operator's primary commercial and operational counterpart at Wunder.
• Migration & launch — lead new customers from signature to live operations alongside our delivery team.
• Set the bar for how a Wunder onboarding feels.
• AI-first customer experience — design and ship the AI agents and workflows that make our customers' experience of Wunder feel frictionless — instant answers, expert-on-call accessibility, faster resolution.
• Outcomes, not automation metrics.
• Function-level transformation — you're not just using AI in your own role; you're actively shaping how the CSM function works.
• Patterns you prove out get adopted across the team.
• Coaching & influence — raise the bar for the team around you.

Requirements

• 5+ years in Customer Success, Account Management, or a closely related role in B2B SaaS — ideally on technically complex or operationally demanding products.
• You've already started pushing AI into your day-to-day.
• You have opinions.
• You're probably frustrated by how slowly your current employer is moving on it.
• Senior in seniority, not in inertia.
• You still want to roll up your sleeves and build.
• Commercially sharp: comfortable owning revenue, leading negotiations, navigating renewals and difficult conversations.
• Operationally credible with technical buyers: integrations, APIs, SLAs, project plans don't scare you.
• Excellent written and spoken English.
• German is a strong plus.
• Hamburg-based or willing to relocate.

Benefits

• Compensation — €90,000–120,000 OTE depending on experience.
• Tool freedom — no Copilot lock-in.
• Frontier models, agent frameworks, and any tool that gives you leverage.
• You decide your stack.
• Greenfield mandate — you're not retrofitting AI onto a legacy CSM playbook.
• You're helping write the new one, with executive air cover.
• Direct collaboration — the CEO, the Head of Customer Success, and an external GTM strategist are in the build with you.
• Community — part of the House of AI community in Hamburg and San Francisco.
• Spend up to two weeks per quarter at the House of AI in SF.
• Stage — a profitable, growth-stage B2B SaaS company with real customers, real revenue, and real ambition.