Senior Customer Success Manager (m/f/d)

GOhiring is the leading software company for automated job posting and recruiting analytics. As a Senior Customer Success Manager, you will own the customer lifecycle, drive activation rates, and act as a strategic partner to stakeholders while ensuring high net revenue retention.

Responsibilities:

• Own the Journey: You take full ownership of the customer lifecycle, from onboarding and activation to retention, renewal, and expansion
• Drive Activation: Drive higher activation rates and expand active product usage
• Strategic Partnering: You act as a trusted advisor to internal and external stakeholders at all levels, providing guidance on recruitment strategies and market trends while acting as the "voice of the customer" internally to shape our product roadmap
• Scale the Playbook: You will help build and maintain our CS playbook, defining the "tech-touch motion" that allows our product to lead the customer journey effectively
• Revenue Accountability: You manage a diverse book of business (SMB to Enterprise), using data to prioritize accounts and ensure high net revenue retention

Requirements:

• Full written and spoken fluency in German and English
• Multiple years of experience in Enterprise Customer Success or Account Management within the Software industry (e.g. SaaS, B2B)
• Proven track record of winning back or reactivating customers through strategic outreach and value reframing
• Proactive in managing risks and identifying expansion opportunities
• Data-driven and analytical mindset with a focus on results
• Excellent communicator, capable of navigating complex stakeholder landscapes and leading through change
• Thrives in a dynamic, lean environment, able to create structure and processes where needed
• Comfortable with technical product discussions, integrations (APIs), and using data literacy to drive decision-making
• Experience in the Tech-HR/Recruiting space
• Coaching junior team members
• Change management sensitivity