Customer Success Manager

**Join our mission to grow and transform the subscription economy by simplifying subscription service delivery.**

I**nfiterra’s B2B SaaS platform**helps IT Distributors and Managed Service Providers (MSPs) **automate and grow their subscription business**. With 100+ customers in 75 countries, we're recognized for innovation and global impact—and we’re just getting started. We foster a collaborative and growth-oriented culture, allowing you to be part of a dynamic, forward-thinking team.

**About the Role**:
To support our global growth, we're hiring a Customer Success Manger based based in DACH region. We’re looking for a proactive, relationship-driven Customer Success Manager who will act as the strategic partner and trusted advisor to our B2B customers in EMEA with a focus on DACH region. You will own the customer lifecycle post-sale—driving adoption, delivering value, expanding accounts, and ensuring renewals. This role is a blend of strategic consulting, data-driven account management, and customer advocacy.

**Key Responsibilities**:

- **Own the Customer Lifecycle**: Manage onboarding, adoption, retention, and expansion across a portfolio of mid-market to enterprise accounts.
- **Drive Product Adoption**: Understand customer goals and map them to product capabilities to ensure measurable value realization.
- **Retention & Expansion**: Proactively identify upsell/cross-sell opportunities, partner with Sales, and lead renewal conversations.
- **Customer Advocacy**: Be the voice of the customer internally, providing product feedback, influencing the roadmap, and collaborating with Product and Engineering.
- **Strategic Guidance**: Conduct regular business reviews and deliver data-backed recommendations to help customers optimize usage and ROI.
- **Risk Mitigation**: Detect churn risks early and execute recovery plans.
- **Performance Tracking**: Use customer health scoring, usage analytics, and engagement metrics to drive outcomes.
- **Presales Involvement**: Partner with the Sales team during late-stage deal cycles to influence solution design, validate customer requirements, and set realistic success criteria and adoption expectations pre-signature.

**Requirements**:

- 3+ years’ experience in Customer Success Management for B2B SaaS or software consulting, ideally in high-growth environments.
- Strong understanding of SaaS metrics: ARR, GRR/NRR, adoption rates, expansion revenue.
- Proven track record in building long-term customer relationships and driving commercial outcomes with measurable results.
- Ability to simplify complex technical concepts and communicate them clearly to both technical and non-technical audiences.
- Exceptional project management, analytical, and problem-solving skills.
- Excellent communication and presentation abilities in German and English; additional languages a plus.
- Strategic mindset—thinks big, acts bold, and always looks for scalable solutions.
- Flexible, adaptable, and thrives in dynamic, fast-paced settings.
- Experience using CRM and customer success platforms (e.g., HubSpot, Salesforce, etc.).

**Sounds like you?**
**It is a Win-Win**

**Benefits**
- A tech-passionate team with a friendly culture and an international breed.
- Fully remote work.
- Flexible working hours.
- Work-from-anywhere scheme (travel and work).
- Learning & development budget.

**If you feel you’re a great fit, please apply**
**We’d love to hear from you**
- As part of our commitment to diversity in the workforce, _Infiterra _is dedicated to Equal Employment Opportunity, ensuring that all individuals are treated with respect and consideration without regard to race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion._