Senior Customer Success Manager – B2B SaaS, eCommerce

FactFinder

. Manage a portfolio of approximately 40–50 Mid-Market, Enterprise, and Strategic accounts, primarily in the DACH region .

Posted 11/4/2026full-timeBerlin • GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing B2B SaaS customer accounts, focusing on retention and expansion through effective collaboration with cross-functional teams. Proficient in utilizing Salesforce for account management and data-driven decision-making.

Highest-signal resume keywords

B2B SaaS Customer ManagementSalesforce ProficiencyCustomer Success StrategyStakeholder EngagementFluent in German and English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementCustomer SuccessKPI MeasurementTechnical Understanding of APIsData Flow Management

Soft Skills

CollaborationAdvisory SkillsValue-Oriented MindsetProactive Problem Solving

Tools & Technologies

SalesforceAI-Powered Tools

Industry Keywords

Mid-Market AccountsEnterprise AccountsDACH RegionChurn PreventionECommerce Technologies

About the role

Key responsibilities & impact

Manage a portfolio of approximately 40–50 Mid-Market, Enterprise, and Strategic accounts, primarily in the DACH region
Define customer goals and success plans, and measure FactFinder’s value using relevant KPIs
Own expansion within the assigned portfolio—from opportunity identification through commercial close
Achieve a portfolio-based expansion target
Identify churn risks based on product usage, adoption, and customer feedback
Initiate proactive measures to prevent churn and avoid downgrades
Own commercial renewals with support from the Sales Operations team
Facilitate QBRs and workshops
Support feature rollouts and pilot projects
Ensure customers successfully use FactFinder
Translate customer requirements into input for Product and Product Marketing
Collaborate with Sales, Consulting, Support, Business Consulting, Technical Consulting, and Service Desk
Take ownership of customers after contract signature and support them throughout the entire customer lifecycle
Further develop playbooks, processes, reporting, and AI-powered workflows
Manage accounts based on data using Salesforce

Requirements

What you’ll need

Several years of experience independently managing demanding B2B SaaS customers in Customer Success, Account Management, or a customer-facing SaaS, digital, or technology consulting environment
Experience with Mid-Market and/or Enterprise customers and complex stakeholder structures up to C-level
Technical understanding of product features, configuration logic, APIs, integrations, and data flows
Ability to advise customers on business and product matters and collaborate effectively with Product and Consulting teams
Value-oriented and commercial mindset, with an understanding of retention and expansion
Experienced in working with CRM systems, ideally Salesforce
Fluent in German and English
Willingness to travel within the DACH region as required by customers
Nice to have: Experience with eCommerce technologies such as site search, product discovery, recommendation engines, personalization, PIM, or feed management
Nice to have: Experience building scalable Customer Success processes and working with AI-powered tools
eCommerce or search experience is not required

Benefits

Comp & perks

Fixed and performance-based compensation components
Variable compensation tied to churn prevention and expansion results
30 days of vacation
Modern equipment
Mobility benefits
Company pension scheme
Additional relevant benefits
Clear development opportunities and defined seniority levels
Freedom to shape playbooks, reporting, and ways of working
Salesforce, Notion, Gong, Slack, and AI-powered workflows
Hybrid working model with 2–3 days per week in the office