Key Responsibilities:

• Design and improve customer journey workflows (onboarding, adoption, renewal).
• Streamline processes to enhance retention and growth.

• Build and maintain a customer health scoring model.
• Provide actionable insights through dashboards and reports.

• Implement automation to reduce manual work for CSMs.
• Manage and optimize the CS tech stack.

• Align with Sales, Product, and RevOps to enhance customer experience.
• Ensure smooth handoffs between pre- and post-sales teams.

Must Haves

• 2+ years of experience in CS Operations, Sales Operations, RevOps, or a related role in a SaaS (or similar) environment.

• Strong analytical skills and a data-driven mindset.

• Experience managing and optimizing Customer Success processes, including segmentation, health scoring, and renewal forecasting.

• Hands-on experience with Customer Success platforms and CRM tools.

• Experience with process automation tools (e.g., Zapier, make.com, CRM workflow builders).

• Strong operations management skills with a desire to scale and optimize processes.

• Excellent communication and stakeholder management skills; ability to collaborate across functions (e.g., Sales, Product, RevOps).

• Language skills: German (C1) and English (B2).

• Willingness to work regularly on-site in our Hamburg office (#LI-Hybrid).

Nice to Haves

• Experience working in an international SaaS business.

• Background in a startup or high-growth environment.

• Familiarity with SQL or data visualization tools (e.g., Looker, Tableau).

• Understanding of Revenue Operations and Go-to-Market strategy alignment.

Performance Expectations

• You implement a customer health score model that provides early churn & expansion signals.
• You develop and automate onboarding and renewal workflows, reducing manual effort for CSMs.
• The CS tech stack is optimized and fully adopted by the Customer Success team.
• Leadership has clear, data-driven visibility into retention and expansion trends.
• CSMs are enabled with playbooks and insights that improve customer interactions and retention rates.

• Our Team: We are a team of passionate, committed individuals who are determined to realize our vision.
• Influence: Take direct responsibility and have a say in a flat-hierarchy company.
• Dynamics: Experience the agility of a startup in its early days, learn continuously, and build tomorrow’s craftsman software today.
• Growth: We foster a culture of direct feedback, continually exchanging knowledge and using today’s lessons to shape tomorrow’s success.
• Top-Tier Technology: Hardware at the highest level: You get a MacBook and top over-ear headphones
• Location: Our central office is located in Hamburg's vibrant Schanze district.
• Holidays: Your well-being is important to us. That’s why we offer you 30 vacation days, plus December 24th as an additional day off every year.
• Benefits: Enjoy perks like subsidized mobility (25% off Deutschland Ticket, a BahnCard 25 or JobRad) and Wellbeing offers (Urbans Sports Club membership). Plus participate in regular company-wide team events and off-sites.
• Relocation bonus: We provide financial support for your move to Hamburg if your role is needed to be on-site.
• International environment: We are a team made up of different nationalities, so our company language is English.