Senior Customer Success Manager

Senior Customer Success Manager
(for Enterprise AI Coaching Platform)

Retorio

• Full-time
• Munich or Hamburg

About Us

We are a dynamic AI start-up based in the heart of
Munich

, setting the global standard for
AI Coaching

. While most AI companies are working on replacing human labor, we are unlocking the uniquely human strengths that drive lasting business outcomes for our enterprise clients. 

Our in-house
AI technology

is empowering our clients and their employees to unlock their full potential and train holistic customer focused communication. Think
science-driven AI, avatars, global sales & service teams

. Join our international team that is not just building a human-centric product, but redefining customer relationships.

The Role: Senior Customer Success Manager

Are you a strategic thinker, a relationship builder, and love to be hands-on? We are looking for a highly motivated and experienced
Senior Customer Success Manager (CSM)

to own our most valuable client relationships. Introduce our product, understand your customers, drive value for them and be their spokesperson internally. This is a critical, customer-facing role where you will drive the strategic adoption and impact of our AI solution for a portfolio of major global enterprise accounts while working closely together with your team.

What You'll Do

As a Senior CSM, you will be the ultimate champion for our clients, ensuring they achieve maximum value from their investment. Your portfolio will be high-value, with an approximate
seven figure ARR

focus.

• Drive Strategic Implementation:

Design and execute strategic implementation plans for new customers, ensuring successful adoption and deep integration into their sales & and service strategies.
- Foster Deep Relationships:

Act as a trusted advisor and strategic partner to executive-level stakeholders, leading to strong retention, expansion, and high customer satisfaction.
- Be a Product Genius:

Master our AI platform to lead both
strategic and operational onboarding

, training customers, and helping them leverage the full potential of our technology.
- Own the Success Lifecycle:

Act as an all-around CSM, managing everything from proactive support and troubleshooting to QBRs and renewal/upsell negotiations.
- Influence Product:

Synthesize customer feedback into actionable insights for our Product and Engineering teams.

What You'll Bring

• Experience:

A minimum of
2–3 years of proven, senior-level experience

in Customer Success Management or Strategic Project Management, ideally within a SaaS or B2B tech environment.
- Strategic Mindset:

A strong ability to structure complex, multi-stakeholder projects and drive strategic outcomes for enterprise customers.
- Communication:

Exceptional communication, presentation, and negotiation skills.
- Emotional intelligence:

Guide customers through joy, challenges and rapidly changing environments.
- Tech-Savviness:

As an early adopter of AI and related technologies, you possess the ability to generate enthusiasm in others for these tools.
- Location/Mobility:

You are ideally based in or willing to relocate to
Munich

or
Hamburg

.

Bonus Points (Not Required, But a Plus)

• Experience working with clients in the
  Pharmaceutical (Pharma) Industry

.
- Previous experience in the Sales Tech, L&D-Tech space.

Why Join Us?

• A
  competitive salary

that aligns with your experience level (yes, we'll talk about it in our first call openly) and offers attractive stock options.
- Flexibility:

Benefit from genuinely
flexible working hours

and the ability to
work from abroad

for defined periods.
- Culture:

A vibrant, international, and supportive startup culture with your classic team amenities like a
pool table

,
kicker table

and a (mostly) stacked up fridge.
- Impact:

Opportunity to work with
cutting-edge AI technology

that is changing how enterprises approach sales and service on a global level.

Ready to apply?

If you are ready to take ownership of key customer relationships and help shape the future of work, apply

A Note on Experience:

We strongly value
motivation and overall skill

over checking every single box. If you feel you can bring significant value to our customers and our company, but your experience doesn't perfectly align with the requirements, please
do not hesitate to apply nevertheless.

We look forward to hearing your story.