Customer Success Manager - English & German

Main responsibilities

• Build strong, trusted relationships with mid‑market and enterprise stakeholders in the DACH region, becoming a strategic partner in their language‑learning initiatives.
• Deliver a smooth onboarding experience, ensuring customers successfully adopt the platform, maximize engagement, and achieve measurable business outcomes.
• Monitor customer usage and KPIs through dashboards, sharing insights and best practices that demonstrate ROI and drive business outcomes.
• Own the renewal process across your portfolio, including surfacing risks early, building renewal plans, and collaborating with Sales on strategy where needed.
• Identify and qualify upsell and expansion opportunities that align with customer needs and contribute to net revenue retention.
• Present clear, data‑driven insights to influence customer decision‑making and internal learning strategies.
• Share market and customer feedback with Product, Sales, and Marketing to help shape the roadmap and commercial positioning.
• Stay informed on trends in the DACH corporate learning and EdTech landscape to provide relevant, consultative guidance.
• Generate customer advocates, case studies and success stories that highlight engagement, outcomes, and ROI.

Requirements

• Native-level German and fluent English
• Minimum 2 years of experience in Customer Success, Account Management or similar client‑facing roles within a SaaS environment
• Experience managing mid‑market or enterprise customers, ideally with multi-stakeholder relationships
• Ability to interpret customer data and use insights to demonstrate ROI and influence decision-making
• Strong consultative approach with a customer-centric and solutions-focused mindset
• Ability to collaborate effectively with cross-functional teams such as Sales and Product
• Strong organisational skills and the ability to manage multiple accounts and priorities at once
• Confidence working with CRM systems, dashboards and common SaaS tools