Senior Customer Success Manager (f/m/d)
Content + Source + Freshness • 12 Dec 2025 • 95% confidence
Offer value
High value due to the importance of customer relations, strong growth opportunities in a tech-focused company, and the emphasis on collaborative culture.
- Engagement with key enterprise customers
- Opportunity to impact company growth and customer retention
- Flexible work conditions promote work-life harmony
Pros
- Engagement with significant B2B SaaS accounts
- Opportunity to influence company strategy and customer success outcomes
- Hybrid work environment fostering flexibility
Cons
- High expectations for outcomes and performance metrics
- Possibly challenging role due to the complexity of customer needs
- Competitiveness within the customer success field
Who it's for
Mid-Senior • Hybrid
Good fit
- Experienced customer success professionals
- Individuals passionate about customer relationship management
- Candidates aiming to work in a strategic role within a tech startup
Not recommended for
- Candidates without B2B customer success experience
- Individuals who prefer predefined tasks without the need for innovation
- Those who are not comfortable with a metrics-driven approach
Motivation fit
Key skills
About the job
Location
Berlin
Employment Type
Full time
Location Type
Hybrid
Department
Customer ExperienceCustomer Success
We’re on a mission to simplify how organizations onboard, enable, and empower their teams through smart, scalable technology. As we continue growing in the DACH region and beyond, we’re looking for a Senior Customer Success Manager (CSM) to join our team and take ownership of strategic, complex customer relationships: from onboarding and adoption to renewals, expansion, and pre-sales proof-of-concepts (POCs). This role is critical to unlocking long-term customer value and helping us scale our impact across traditional industries with digital ambition.
🛠 What you’ll do
Own a portfolio of B2B SaaS enterprise customers (ARR ~€1.5M), guiding them from onboarding to renewal and growth
Lead pre-sales POCs (~15% of your time), shaping success during evaluation phases, and accelerating deal conversions of strategic prospects
Develop outcome-driven Success Plans that align customer goals with our product’s value
Drive measurable success through adoption, usage analytics, and strategic expansion conversations
Act as a thought partner to AEs in the sales cycle and post-sale strategy, and collaborate cross-functionally with Product, Support, and Marketing
Champion customer feedback into product loops and evolve our POC & onboarding playbooks
Build executive and operational relationships with mid-sized and enterprise accounts across DACH (and occasionally international) markets
🧑💼 Who you are
4–6 years of experience in Customer Success, Account Management, or SaaS Consulting, preferably with enterprise or complex accounts
Familiar with growth-stage SaaS environments (Series A–C), ideally with exposure to industrial or less tech-savvy customer segments
Comfortable with sales collaboration, having worked with in a commercial field or in close collaboration with AEs
Highly outcome-oriented — you speak in goals, success criteria, and business impact
Confident with value storytelling, adoption metrics, and commercial motions
Strong in project and stakeholder management — from scoping and expectation setting to communicating outcomes
Collaborative mindset: you’re used to partnering across Sales, Marketing, Product, and Support
Calm, structured communicator with both executive stakeholders and operational users
Thrive in fast-paced, ambiguous settings and see yourself as a builder, not just a maintainer
You speak German fluently and feel comfortable discussing complex scenarios with our customers in their native language
📈 What success looks like
3 Months
Ramp up completed, Onboarded first customer implementations confidently
6 Months
Identified upsell opportunities, Established customer relationships, Deepened product and industry knowledge, completed first POC engagements
12 Months
Successful proactive Portfolio management visable via NRR, Contributed to POC playbook, CS initiatives led
🚀 Why join doinstruct?
We’re building something meaningful with clear customer impact across industries
Opportunity to shape strategy, playbooks, and CS culture in a scale-up environment
Work with a diverse customer base where your voice matters internally and externally
Performance-driven, but no burnout culture – we believe in smart focus, not busywork
Competitive compensation, including NRR-based bonus & POC conversion incentives
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At doinstruct, you can make full use of your skills and play an active role in the further development of our start-up. And yes, we attach great importance to a positive working atmosphere, maximum transparency, communication at eye level, and support every step of your personal and professional development.
Even if you don't tick all of the boxes, but you are motivated and want to work with us, you are very welcome to apply.
We embrace diversity and hire people based on their ability to perform a job. People of any race, gender, gender expression, sexual orientation, religion, age, disability, political opinion, or marital status are welcome at doinstruct.
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For questions or remarks please reach out to our Talent Acquisition Manager, Leonard, at leonard.mielke@doinstruct.com.
