doinstruct - Senior Customer Success Manager (f/m/d)

Berlin, Germany4w ago

Remote Senior EMEA Software Customer Success Manager Customer Success Account Management B2B Prospecting Close

Requirements

• 4 to 6 years in Customer Success, Account Management, or SaaS Consulting, owning complex B2B accounts, not just supporting them. • You've worked with customers who aren't naturally tech-savvy and still driven adoption and real outcomes. You know how those environments operate. • You've been close to a commercial motion before, through POV involvement, expansion ownership, or renewal conversations. You understand what close collaboration with an AE requires of you without having to become one. • When something isn't working for a customer, you figure out why and do something about it. You don't wait for the next check-in to surface it. • You can run a meeting with a GM and a follow-up with an operations lead and make both feel like genuine partnerships. That range is not new to you. • You've worked in a growth-stage SaaS company before (Series A to C) and know what that means in practice: processes that aren't finished, priorities that shift, and things you have to build yourself. • You speak German & English fluently; the kind where you can have a hard conversation with a customer and come out with the relationship intact. • 📈 WHAT SUCCESS LOOKS LIKE • Ramp-up is done. You've met your accounts, understood where each one stands, and taken over relationships that feel owned, not just handed off. You're running new customer onboardings independently. • Your portfolio has clear momentum. Expansion opportunities are mapped. You've supported at least one POC end-to-end. Your AE knows you're the person to bring in early. • NRR in your portfolio reflects decisions you made, not luck. You've contributed something concrete to how we run CS at enterprise scale: a sharper POC motion, a better success plan format, a playbook someone else can actually use. The 12-month version of this role looks different from the day-one version, and you're a reason why.

Responsibilities

• Own a portfolio of enterprise and corporate accounts (typically 1,000+ employees) from onboarding through adoption, renewal, and expansion. NRR is your number. • Build relationships that go beyond the scheduled QBR. You're the person customers call when something needs to move, whether that's with their QM-, HR-, operations lead or GM. • Lead Proof of Value (POV) phases for enterprise prospects in close collaboration with AEs. This is about 15% of the role. You're not in a sales seat, but you understand what makes a POV land and what kills it. • Turn complex, often vague customer goals into success plans with real milestones, adoption targets, and expansion signals. Then hold both sides to them. • Manage your portfolio actively. You decide where to put time, which accounts need more attention, and where to push for growth. • Work closely with AEs on renewal and expansion, and bring specific product feedback into roadmap conversations. You're the clearest signal we have on what enterprise customers actually need.

Benefits

• 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 • 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. • For questions or remarks please reach out to our Talent Acquisition Manager, Leonard, at [email protected].