Customer Success Manager DACH

At Effectory we help organizations to perform better through employee feedback, fostering a people-centric approach to reaching their goals. Guided by our North Star - building meaningful organizations with the voice of every employee - we're on an ambitious journey to scale our SaaS platform and expand our impact across Europe.

As we continue to grow in the DACH region, we're looking for a Customer Success Manager who is passionate about helping customers succeed with the My Effectory Platform. Your mission is to ensure our clients can independently and confidently run their employee surveys – in order to derive actionable insights, and continuously improve employee engagement and organizational performance.

ABOUT THE ROLE

As a Customer Success Manager, you'll be the trusted advisor guiding customers throughout their journey with Effectory. You'll focus on enabling HR and People teams to get the most out of our platform, ensuring seamless survey launches and impactful feedback cycles.

You'll collaborate closely with clients to understand their goals, configure the platform to fit their needs, and empower them to run successful employee surveys that drive real change.

This is a role for someone who thrives at the intersection of technology, people, and process — someone who loves helping others succeed. You will manage the full breadth and variety of customers within Effectory – across different industries and organizations. Are you ready for this challenge?

KEY RESPONSIBILITES

Customer Onboarding & Engagement:

• Lead the onboarding process for new customers, ensuring a smooth and structured start.
• Guide and support existing customers in continuously running their employee surveys through the My Effectory Platform.
• Enable customers to confidently manage survey cycles end-to-end — from setup to results — while adopting new features and additional Effectory solutions over time.
• Deliver engaging training and best practice sessions that empower HR and People teams to work independently and successfully within the platform

Commercial Growth:

• Identify opportunities for upselling and cross-selling, working closely with the commercial team to close deals and grow our commercial footprint.

Cross-functional Collaboration:

• Gather customer feedback and share insights with Product and Operations teams to drive platform and process improvements.
• Contribute to building scalable success processes, documentation, and training materials.

You have 3-5 experience in an CSM/Onboarding/Account management role, where you demonstrated the following skills:

• Customer-focused: You build strong, trust-based relationships and genuinely care about helping customers succeed.
• Empowering: You're passionate about enabling HR and People teams to confidently use the My Effectory Platform and run their own employee surveys.
• Structured & proactive: You bring clarity and organization to complex projects, managing multiple customer journeys simultaneously.
• Analytical problem solver: You quickly understand customers' challenges and translate them into practical solutions and platform improvements.
• Comfortable with change: You thrive in a dynamic, evolving SaaS environment where continuous learning and adaptability are key.
• Tech-savvy: You enjoy learning new tools and digital systems — and can easily guide others to do the same.
• Strong communicator: You explain complex topics clearly and empathetically, both in writing and in conversations.
• Language proficiency: You are fluent in German (a must-have, as you'll work closely with German-speaking customers) and English, enabling you to support our DACH clients effectively.

If you thrive on responsibility, take initiative, and love working collaboratively with a talented team, Effectory is the perfect place for you. Here, you'll have the opportunity to influence our growth while working in an environment that champions innovation and creativity.

THIS IS US

Effectory is Europe's leading employee feedback solution. With our platform, HR and management we collect employee feedback throughout the employee journey. This feedback is transformed into people analytics that informs strategies to boost productivity, engagement and retention. Built on 25 years' experience, our 200 specialists in Amsterdam and Munich support more than 1,200 organizations in 110 countries. Now more than ever, HR is an integral part of business strategy, which is why our feedback solution is tailor-made for strategic HR.

Effectory's mission

We are dedicated to improving the working world by giving employees a voice and making sure their feedback has an impact. Our experts work with HR teams and managers around the world, using employee feedback to overcome some of their biggest people-oriented challenges. From software engineers to HR specialists, every day Effectory's people work to improve the working world, and we are looking for talented individuals who also want to be part of this mission.

THIS IS WHAT WE OFFER

• Bonus scheme up to 3 months of salary.
• 30 holidays for FTEs, and flexible public holiday options
• A fun and interactive onboarding program to get to know our company and some of your new colleagues
• A learning budget to spend on your own personal development. We also provide extensive professional and personal development opportunities, and also organize yearly summer and winter schools
• Flexible working: you will be able to work max 60% of your contract hours from home (or any other location Germany)
• Budget to set up your home office
• Yearly Body & Mind budget to spend on anything that energizes (or relaxes) you
• Annual company events, such as our Christmas party, Oktoberfest & the legendary Big Day
• Additional monthly compensation for working from home
• The option to work abroad for up to 4 months, and to take an unpaid sabbatical
• You get your birthday off work, and can also take a day to volunteer for a cause of your choice