Senior Customer Success Manager

gertrud digital GmbH

. Manage strategic enterprise customers across onboarding, adoption, retention, renewals, and expansion .

Posted 11/2/2026full-timeRemote • GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing enterprise customer relationships, facilitating onboarding and training, and leading change management initiatives. Proficient in stakeholder engagement and communication in both German and English, with a strong focus on customer success and value delivery.

Highest-signal resume keywords

Customer Success ManagementChange ManagementStakeholder ManagementSaaS ImplementationWorkshop Facilitation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessConsultingAccount ManagementOnboardingAdoption StrategiesGovernance ConsultingDecision-Making ProcessesRisk IdentificationProcess ImprovementEngagement with C-Level Executives

Soft Skills

Strong CommunicationProactive MindsetCustomer-First ApproachRelationship BuildingStructured Problem Solving

Tools & Technologies

ZendeskHubSpotSalesforceGainsight

Industry Keywords

Enterprise CustomersStakeholder StructuresCorporate Decision-MakingExecutive OfficesBoard Offices

About the role

Key responsibilities & impact

Manage strategic enterprise customers across onboarding, adoption, retention, renewals, and expansion
Lead implementation and change projects with multiple stakeholders
Consult customers on governance, meeting preparation, collaboration, and decision-making processes
Facilitate onboarding sessions, workshops, trainings, and enablement formats
Identify adoption risks and develop clear actions to increase usage and customer value
Build strong relationships with board offices, executive assistants, legal, governance, IT, and senior stakeholders
Share customer feedback and insights with Product, Tech, Sales, and Leadership
Improve Customer Success processes, playbooks, and scalable enablement materials

Requirements

What you’ll need

Based in Germany
Several years of experience in Customer Success, Consulting, Change Management, SaaS implementation, or Account Management
Experience working with enterprise customers and complex stakeholder structures
Strong communication and stakeholder management skills in German and English
Ability to consult customers, lead workshops, and translate complexity into clear next steps
Structured, proactive, hands-on, and customer-first mindset
Experience with tools such as Zendesk, HubSpot, Salesforce, Gainsight, or similar is a plus
Strong understanding of corporate decision-making processes and organizational hierarchies
Experience working with Executive Offices, Board Offices, or Corporate Secretariats
Proven experience engaging with C-level executives and senior management

Benefits

Comp & perks

100% remote work
Flexible working hours
High ownership in a fast-growing SaaS company
Transparent, trust-based culture with fast decision-making
2–3 offsites and workshops per year
Clear development paths and a steep learning curve