Customer Success Manager

Leadfeeder

. Own named customer coverage through a small CSM team, driving stalled adoption, securing renewals, and stabilising at-risk relationships.

Posted 9/25/2026full-timeRemote • GermanyMid-LevelSenior💰 €55,000 - €60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Management, focusing on named customer coverage, onboarding, and digital outreach strategies. Proficient in leveraging data and AI to enhance customer engagement, retention, and expansion within a B2B SaaS environment.

Highest-signal resume keywords

Customer Success ManagementData LiteracyAI FluencyB2B SaaS ExperiencePeople Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OnboardingLifecycle Campaign DesignAutomated OutreachRetention StrategiesExpansion Strategies

Soft Skills

CoachingCollaborationAdaptability

Tools & Technologies

SalesforceIntercomSales Engagement Platforms

Industry Keywords

RevOpsSales OpsCS OpsDigital Customer SuccessProgrammatic Customer Success

About the role

Key responsibilities & impact

Own named customer coverage through a small CSM team, driving stalled adoption, securing renewals, and stabilising at-risk relationships.
Own the digital long tail through triggered outreach, one-to-many programs, self-serve enablement, a shared expansion queue, and Support hand-offs.
Own onboarding for every eligible new mid-tier customer, maintaining booking mechanics, volume, and completion rates.
Decide and defend capacity allocation across named coverage, digital programs, and onboarding.
Design lifecycle campaigns, office hours, webinars, in-product prompts, and self-serve paths for customers without named owners.
Determine where human conversations add value versus where programs are sufficient, adjusting based on evidence.
Collaborate with Marketing, Product, and Sales on cross-functional customer success motions.
Monitor renewal load, expansion signals, and onboarding volume weekly and act on them.
Convert usage and health signals into thresholds for human conversations, programs, or noise.
Build reporting on portfolio health, retention risk, and expected revenue movement.
Feed customer insights back into Product, Marketing, and Sales.
Apply AI to health scoring, risk alerting, outreach personalisation, and call preparation.
Launch AI initiatives that improve the operating model's economics, using the internal AI ops team.
Coach a small team across individual accountability, program-driven work, and high-volume onboarding.
Develop skills in renewal, expansion, onboarding, and early risk conversations.
Set outcome-based expectations focused on adoption, renewals, and expansion.
Hire and develop the team as it grows.

Requirements

What you’ll need

Experience running CS at scale — named coverage, pooled/tech-touch, or a mix.
Experience designing and standing up an alternative CS coverage model if only one type has been run.
Track record of managing and developing people across genuinely different ways of working on one team.
Real exposure to digital or programmatic CS within B2B SaaS, including lifecycle campaigns, automated outreach, and one-to-many enablement.
Commercial background or close to it: sales, RevOps, or a CS role carrying retention and expansion targets.
Strong data literacy and ability to turn usage and health data into coverage decisions.
Practical AI fluency; experience putting AI tools into a CS or RevOps workflow and making them stick.
Comfort with a young operating model and validating and adjusting it.
Product-led or high-velocity SaaS experience serving a large volume of smaller customers.
Familiarity with Salesforce, Intercom, round-robin scheduling, or sales engagement platforms.
RevOps, Sales Ops, or CS Ops background alongside people management.

Benefits

Comp & perks

The chance to work with a very knowledgeable, high-achieving and fun team.
An international, diverse, dynamic and committed work environment.
The opportunity to work remotely, with a flexible work schedule.
Mental health support with Auntie.