Customer Success Manager

About usAt ablefy, we believe that passion can turn into a career for anyone With our cloud-based SaaS platform solution, , we offer an easy and efficient way for everyone to create and sell digital products and online courses. More than 70,000 entrepreneurs have already placed their trust in our expertiseOur story began in 2015, and for the first five years, we grew organically, becoming a profitable company with a team of around 60 employees. Then, in September 2021, we raised $38 million in series A funding led by Target Global, with participation from Partech Ventures and Avid Ventures. Since then, we've doubled in sizeSince then, our company size, products, features, and services have doubled and we have become Germany's No. 1 platform for coaches, consultants, speakers, and service providers. We continue to grow to this day – that's why we're looking for you.Our core values are crucial to our success:Ownership - Lead by Example, Accountability, Mission firstBe Curious & Drive Change - Embrace Change & Growth, Never Assume, Lead with a Vision for ChangeCustomer-Obsessed - Champion Customer-Centric Decision-making, Deliver Meaningful Value, Go Above and BeyondAs One Tribe - Embrace Differences, Collaboration over Hierarchy & Competition, Build Trust through Honesty, Integrity & RespectDiversity & InclusionAt ablefy, we embrace our differences, as they are our greatest strength. We recognize that everyone has a unique perspective based on their experiences, identities, and thought processes, and we strive to create an inclusive environment for all. Discrimination based on race, religion, color, national origin, gender identity or expression, sexual orientation, age, marital status, disability status, or any other aspect that makes you unique is not tolerated at ablefy. We aim to make growth accessible to everyone We know that no candidate checks every single box, and that's okay If you're excited about this role and think you can bring something valuable to our team, we encourage you to apply—even if you don't meet every requirement. We'd love to hear from youDescriptionJoin the team powering Europe's most successful digital entrepreneurs As our Customer Success Manager, you'll be the strategic partner helping creators, coaches, and online course providers transform their expertise into thriving businesses on our platform. With over €1 billion in transactions processed and 70,000+ entrepreneurs already building their success stories with us, you'll play a critical role in our next growth chapter.This isn't your typical CSM role. You'll be working at the intersection of the Creator Economy and cutting-edge SaaS technology, helping diverse entrepreneurs - from solopreneurs launching their first online course to established businesses scaling to seven-figures. Your mission: ensure every customer not only succeeds with our platform but becomes a champion of what's possible when passion meets the right technology.The ideal candidate thrives in the dynamic creator economy landscape, combines strategic thinking with hands-on execution, and has a genuine passion for helping entrepreneurs achieve their dreams while driving measurable business outcomes.ResponsibilitiesManage a portfolio across coaches, course creators, and digital entrepreneurs, ensuring 95%+ retention.Conduct quarterly business reviews with key accounts, analyzing transaction volume growth, course completion rates, and revenue optimization opportunities through platform features.Identify and execute expansion opportunities including plan upgrades, advanced features, and white-label solutions.Monitor customer health scores using usage data, transaction patterns, and engagement metrics to proactively address churn risks and maximize customer lifetime value.Collaborate with Sales on smooth account transitions and handovers.Build trusted advisor relationships by understanding diverse creator business models (coaching, memberships, digital products, events) and providing strategic guidance for business growth.Provide expert guidance on platform optimization, payment processing troubleshooting, and billing setup to maximize creator business performance.Requirements3-5 years of proven experience in Customer Success, Account Management, or client-facing roles in B2B SaaS environments (Creator Economy, EdTech, or digital commerce platforms strongly preferred).Track record of managing customer portfolios with demonstrated success in retention (>90%) and expansion revenue growth, preferably with quota-carrying or revenue responsibility.Experience with subscription business models, payment processing, automated billing, recurring revenue optimization, and complex contract management.Commercial mindset with experience driving revenue outcomes through strategic customer relationships, consultative selling techniques, and identifying upsell/cross-sell opportunitiesExperience with complex onboarding processes, technical troubleshooting guidance, and ability to translate technical concepts for non-technical audiences.This role is based in Berlin with office presence expected.Language: Fluent German and English (both written and spoken).BenefitsPaid Time Off - 30 vacation days.A competitive salary.A personal Training & Development budget of € 1,500 per year.Responsibility and trust from day 1.Individual coaching and further training to support you in your development.A free BVG ticket.Employee discounts at numerous companies (e.g. at the gym or in online stores).Pension Program with company match.A Culture of equity and Inclusion where you are appreciated for the person you are.