Customer Success Manager - DACH

As part of deskbird, a fast-growing workplace tech company backed by a $23M Series B and trusted by leading global brands, you’ll join a passionate, high-performing team on an exciting growth journey with exceptional opportunities for career advancement and professional development.

This is a hybrid role based out of our Munich or Berlin hub. We are seeking a proactive Customer Success Manager to drive customer success and growth with our cutting-edge SaaS solution.

In this role, you’ll take full ownership of key accounts, empower customers to become true product champions, and proactively work on expansion opportunities in your customer portfolio.

• Develop and nurture strong relationships with customers and internal teams, fostering trust and long-term collaboration.
• Identify and close growth and upsell opportunities within existing accounts.
• Own the commercial lifecycle of the account, including managing renewals, negotiating contracts, and hitting specific net-retention and expansion targets. This includes the proactive identification and closing growth and upsell opportunities within existing accounts.
• Map out customer organizations to identify key decision-makers and influencers, moving from single-threaded to multi-threaded relationships.
• Proactively monitor account health metrics to identify at-risk customers and implement 'save' strategies to prevent churn.
• Ensure customer success by helping them fully leverage the potential of deskbird’s solutions.
• Lead and manage customer projects, from planning through execution to ongoing support.
• Organise and facilitate customer meetings, project kickoffs, and training sessions.
• Serve as the key point of communication between internal departments and customers, contributing to product improvement.
• Customise and optimise customer systems to fit their specific needs.
  

• 3+ years of experience in Customer Success within a B2B environment, ideally in SaaS.
• Proven ability to build trusted client relationships and deliver measurable business impact.
• Strong commercial mindset, with experience identifying and closing upsell and cross-sell opportunities.
• Skilled at managing and prioritising a large customer portfolio in a fast-paced environment.
• Customer-centric approach, with a reputation for empathy, proactivity, and excellent service delivery.
• Analytical and solution-oriented, with the ability to navigate challenges and drive positive outcomes.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively across teams and seniority levels.
• Native-level German and fluent English language skills.

• Attractive OTE: Competitive base plus variable, and meaningful stock options.
• Unlimited annual leave: Plenty of time off to recharge.
• Annual company summit: Meet the whole team at our yearly summit in inspiring locations across Europe (check out the video from our last summit).
• Team “Bursts”: Opportunities to collaborate with your team in person.
• Home office support: Financial contribution to set up a comfortable, productive home office.
• Learning & development: Annual budget for coaching, certifications, and conferences.