Senior Customer Success Manager (gn)

📣 What we do

Ingestro is a well-funded, fast-growing SaaS startup (backed by General Catalyst, La Famiglia, Foodlabs, and top-tier angels) transforming how companies handle data integration. With 100+ customers ranging from startups to enterprises and strong product-market fit, we're scaling - and that's where you come in. We're a team of 20+ building AI-powered data onboarding solutions that actually work. 

Now we need someone to ensure our customers extract every ounce of value from what we've built.

About the Role

This isn't a "slot into our process" role - we don't have a customer success playbook. You'll build one that actually works for our customers, our product, and our stage.

As our first customer success hire you'll define what world-class customer success looks like at Ingestro - then execute on it. You'll work directly with our founders to turn customer success into a strategic, revenue-driving function that scales with us.

If you've seen how great CS teams operate at later-stage companies and have been itching to build that yourself - with full ownership, zero bureaucracy, and direct impact on company trajectory - this is it.

🤩 What you'll own:

• Define the playbook: Build onboarding flows, retention strategies, expansion frameworks, and success metrics from scratch

• Drive revenue: Identify upsell opportunities, reduce churn, and prove CS as a growth engine, not just a cost center

• Be the customer voice: Work cross-functionally with Product, Engineering, and Sales to shape roadmap priorities based on real customer needs

• Scale yourself: Document what works, hire when the time is right, and transition from doer to leader as we grow

🧑‍💻 Day-to-Day operations:

• Onboard new customers and accelerate time-to-value

• Run strategic campaigns for retention and expansion

• Analyze usage patterns to identify risks and opportunities

• Create meaningful touchpoints throughout the customer journey

• Partner with Sales to land-and-expand efficiently

🎉 What success looks like in this role

• 3 Months: You learn how to sell. We put you in the shoes of an Account Executive for 6 weeks to learn about our product and understand our customer pain points. You start meeting our existing customers, mapping their use cases, and establishing trust as their go-to advocate.

• 6 Months: You enable first automations to efficiently run retention and upsell campaigns with measurable results while starting to focus on building a clear revenue strategy for our top accounts.

• 12 Months: You've built a repeatable CS motion that drives measurable NRR growth. You own the function, and the company relies on your insights to guide product and GTM strategy.

🔎 What are we looking for?

We're open to diverse professional journeys, but here's what will set you up for success in this role: 

• You're entrepreneurial, self-driven, and thrive in environments where you can create and implement processes from the ground up. Building a function with strategic importance excites you more than stepping into an already-defined system. 

• You've seen customer success done well in B2B SaaS, OR you come from consulting, operations, or VC with strong strategic thinking, customer empathy, and transferable skills

• You're comfortable with ambiguity and energized by turning it into a repeatable process.

• You think strategically but aren't afraid to roll up your sleeves

• You're obsessed with customer outcomes, not just activity metrics

• You have strong messaging skills in both English and German. 

• We'd be excited if you're willing to join us in one of our locations in Hamburg or Berlin.

• Bonus: You've been part of a scaling startup (10-100 employees) and understand what that journey looks like

🤝 What we offer!

• Ownership: Work directly with founders, shape company strategy, and build a function from scratch

• Equity + competitive salary: VSOP package that reflects the impact you'll have

• Room to grow: €500/year professional development budget, plus the steepest learning curve of your career

• Flexibility: Offices in Hamburg and Berlin + workation options

• Other perks: Urban Sports, JobTicket, company pension (bAV), modern equipment

Please note
We understand that certain individuals may hesitate to apply for a job unless they fulfill all the listed requirements. It's important to note that this is a wishlist rather than a strict checklist. We evaluate candidates based on their potential, not just their resumes. If you believe this position aligns with your skills and aspirations, we encourage you to submit your application!

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