Your mission
We’ve achieved what most startups only dream of: true Product–Market Fit. With €10m+ ARR, 1**,400+ customers,** and a 120% Net Revenue Retention (NRR), our product is winning.
However, our growth has outpaced our infrastructure. Until now, we’ve relied on heroic individual efforts and a lot of “tribal knowledge” to get us here. To scale to the next stage, we now need process, data, and strategy.
We’re looking for a SaaS scale-up veteran to take the reins of our high-performing Customer Success organization. This is not a role for someone who simply manages a team. You will be the architect who transforms a reactive service function into a proactive, data-driven revenue engine.
In this role you will
You will inherit a talented, high-energy team and a loyal customer base. Your mandate is to professionalize and scale the operation from €10m to €50m ARR.
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**From Art to Science - **Move us from “heroics” to repeatable playbooks. You will audit, document, and rebuild our customer journeys across onboarding, renewal, and expansion.
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Build the Hybrid Engine - We serve both SMB and Enterprise customers. You will design a Digital CS (tech-touch) motion for our high-volume segment, alongside a white-glove strategic motion for key accounts.
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Fix the Foundation - Our data is messy. You will own the “source of truth,” partnering closely with Operations and Finance to ensure our CRM and CS tooling accurately reflect reality.
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**Elevate the Team - **Mentor a young, driven team — including experienced Team Leads — into world-class Customer Success Managers.
What you need to be successful
You’ve seen what “great” looks like. You’ve lived through the chaos of the** €5m–€50m scale-up** journey before and know exactly which levers to pull.
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7+ years of experience in B2B SaaS Customer Success, with direct exposure to scaling an organization from roughly €10m to €50m ARR.
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You don’t see CS as “support.” You see it as a revenue function. You are comfortable owning NRR, GRR, and expansion targets.
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Proven experience managing both high-volume customer bases (1,000+ customers via automation and tech-touch) and high-touch enterprise relationships. You understand that a €5k customer and a €100k customer require fundamentally different approaches.
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You are a strategic thinker who isn’t afraid to get hands-on, whether that’s cleaning a CSV, mapping workflows in Miro, or designing processes from scratch. You value structure.
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You are a clear, confident communicator in English, equally comfortable engaging with C-level stakeholders and supporting junior CSMs. German is a great nice-to-have.
What’s in it for you?
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Attractive OTE: Competitive base plus variable, and meaningful stock options.
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Unlimited annual leave: Plenty of time off to recharge.
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Annual company summit: Meet the whole team at our yearly summit in inspiring locations across Europe (check out the video from our last summit).
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Team “Bursts”: Opportunities to collaborate with your team in person.
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Home office support: Financial contribution to set up a comfortable, productive home office.
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Learning & development: Annual budget for coaching, certifications, and conferences.