Scaled Customer Success Manager (Berlin)

What you'll do

• Own net revenue retention and the customer experience across $2M book of business managing over 100 scaled customers.

• Build the motion that guides customers through the whole post-sale lifecycle. Design and run onboarding, adoption campaigns, expansion triggers, risk signals, and the renewal flow.

• Build the automation engine behind it: one-to-many campaigns that land the right touchpoint at the right time, drive adoption, recover stuck customers, and upsell.

• Own the self-serve customer experience. Tell product what makes setup and scaling hard, so it gets fixed. Build educational materials that help customers get going on their own.

• Your first projects: build the onboarding flow that powers ~20-30 onboardings next quarter, plus the system that tracks customer health at scale.

What we are looking for

• Expertise in Customer Success, Revenue Operations, or Solutions, with experience of working on a portfolio of 100+ accounts.

• Owned a revenue target for a scaled segment. You know how to spot growth signals in usage and customer behavior data and turn them into expansion opportunities.

• Automation is your first instinct. You've covered hundreds of accounts with emails, in-app nudges, and workflows that don't read like a robot wrote them.

• You are ready to work with engineers and technical customers. You’re comfortable with APIs, can solve high-level technical problems independently, and curious to learn how the product works in depth.

• You've automated work with AI, whether that was n8n, Zapier, Notion, or just an LLM. Bring one build and walk us through it, from the idea to what it actually changed.

• You can answer your own data questions. You are able to read and tweak a SQL query and set up your own dashboard.

This role is likely not a fit if

• You want a remote role or cannot commit to being in the office.

• You prefer a purely relationship-managed book.

• You need structured processes and aren't comfortable building from scratch.

• You are uncomfortable with commercial conversations: renewals, expansions, negotiation.

• You do not enjoy technical projects: reading docs, debugging, figuring out how integrations work.

A meeting lands on your calendar

If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.