Senior Customer Success Manager

We're on a mission to simplify how organizations onboard, enable, and empower their teams through smart, scalable technology. As we continue growing in the DACH region and beyond, we're looking for a Senior Customer Success Manager (CSM) to join our team and take ownership of strategic, complex customer relationships: from onboarding and adoption to renewals, expansion, and pre-sales proof-of-concepts (POCs). This role is critical to unlocking long-term customer value and helping us scale our impact across traditional industries with digital ambition.

• Own a portfolio of B2B SaaS enterprise customers (ARR ~€1.5M), guiding them from onboarding to renewal and growth

• Lead pre-sales POCs (~15% of your time), shaping success during evaluation phases, and accelerating deal conversions of strategic prospects

• Develop outcome-driven Success Plans that align customer goals with our product's value

• Drive measurable success through adoption, usage analytics, and strategic expansion conversations

• Act as a thought partner to AEs in the sales cycle and post-sale strategy, and collaborate cross-functionally with Product, Support, and Marketing

• Champion customer feedback into product loops and evolve our POC & onboarding playbooks

• Build executive and operational relationships with mid-sized and enterprise accounts across DACH (and occasionally international) markets

• 4–8 years of experience in Customer Success, Account Management, or SaaS Consulting, preferably with enterprise or complex accounts

• Familiar with growth-stage SaaS environments (Series A–C), ideally with exposure to industrial or less tech-savvy customer segments

• Comfortable with sales collaboration, having worked with in a commercial field or in close collaboration with AEs

• Highly outcome-oriented — you speak in goals, success criteria, and business impact

• Confident with value storytelling, adoption metrics, and commercial motions

• Strong in project and stakeholder management — from scoping and expectation setting to communicating outcomes

• Collaborative mindset: you're used to partnering across Sales, Marketing, Product, and Support

• Calm, structured communicator with both executive stakeholders and operational users

• Thrive in fast-paced, ambiguous settings and see yourself as a builder, not just a maintainer

• You speak German fluently and feel comfortable discussing complex scenarios with our customers in their native language

• Ramp up completed, Onboarded first customer implementations confidently

• Identified upsell opportunities, Established customer relationships, Deepened product and industry knowledge, completed first POC engagements

• Successful proactive Portfolio management visable via NRR, Contributed to POC playbook, CS initiatives led

• We're building something meaningful with clear customer impact across industries

• Opportunity to shape strategy, playbooks, and CS culture in a scale-up environment

• Work with a diverse customer base where your voice matters internally and externally

• Performance-driven, but no burnout culture – we believe in smart focus, not busywork

• Competitive compensation, including NRR-based bonus & POC conversion incentives

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At doinstruct, you can make full use of your skills and play an active role in the further development of our start-up. And yes, we attach great importance to a positive working atmosphere, maximum transparency, communication at eye level, and support every step of your personal and professional development.

Even if you don't tick all of the boxes, but you are motivated and want to work with us, you are very welcome to apply.

We embrace diversity and hire people based on their ability to perform a job. People of any race, gender, gender expression, sexual orientation, religion, age, disability, political opinion, or marital status are welcome at doinstruct.

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For questions or remarks please reach out to our Talent Acquisition Manager, Leonard,