doinstruct - Customer Success Manager - Mid-Market (f/m/d)

• Own customer outcomes end-to-end: You act as the Captain of the Ship for your accounts. You proactively drive next steps, remove blockers, and ensure your customers achieve tangible results with our platform. • Lead with an advisory mindset: You challenge customers constructively, guide decision making, and position yourself as a trusted advisor across operational and strategic stakeholders. • Identify and drive expansion opportunities: You actively look for value creation potential across departments, locations, and use cases. You build clear, impact-driven expansion motions by: • uncovering new use cases and stakeholders • quantifying value and developing concise business cases • aligning expansion initiatives with customer goals and ROI • partnering with Account Executives to close upsell opportunities • Orchestrate the full customer lifecycle: From structured onboarding to strategic account planning, executive business reviews, upsells, and renewals, you own and continuously adapt the success plan for your accounts. • Strengthen stakeholder networks: You build champions, multithread across departments, and align decision makers to secure strategic partnerships. • Translate insights into impact: You connect customer goals, risks, and success criteria to clear internal actions. You collaborate closely with Sales, Product, and Support to maximize customer value and retention. • Turn customers into advocates: Through strong results and trusted relationships, you develop reference customers, case studies, and long-term partnerships. • You have solid experience in Customer Success or related GTM roles, ideally in B2B SaaS. • You have worked with German Mittelstand companies and are comfortable supporting our expansion across the EU and US, serving organizations between 150 and 5,000 employees. • You take ownership of outcomes, not just tasks, and proactively drive accounts forward. • You are confident leading customer conversations, including challenging discussions and negotiations. • You can identify expansion opportunities and translate them into structured business cases. • You have strong analytical skills and can connect usage data, customer goals, and commercial potential. • You understand complex stakeholder landscapes and know how to build champions. • You are able to prioritize effectively within a larger portfolio of approximately 70 to 130 accounts. • You communicate clearly, confidently, and concisely in German and English at a professional level. • 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].