Manager of Customer Success - DACHEE (m/f/d)

Role overview

Lead a Customer Success team of roughly eight to ten CSMs covering one of the largest and fastest-growing regions in EMEA, which spans SMB, mid-market, and enterprise-chain customers in the hospitality SaaS space. The function is shifting to become more commercially focused, AI-enabled, and scalable, and this hire guides that transformation while owning team performance and the operating model. The role is hybrid, based in Germany, and operates with high autonomy.

Responsibilities

- Manage and develop the regional CSM team, setting direction on priorities, outcomes, and commercial expectations - Own team performance across retention, expansion, payment adoption, and customer health through the post-onboarding lifecycle - Establish team operating rhythms: goal-setting, inspection cadences, performance reviews, forecasting, and clear accountability for results - Coach team members across levels to raise capability in commercial conversations, stakeholder management, and risk mitigation - Hire, onboard, and develop talent with clear development pathways and succession strength - Manage escalations with sound judgment and turn recurring patterns into scalable process improvements - Direct the build of AI-powered systems giving the team real-time visibility into customer health, risk, and expansion signals, designed for reuse by other CS leaders - Act as the voice of the customer internally, partnering with Product, Commercial, and Operations to influence priorities

Requirements

- Proven experience managing Customer Success or Customer Experience teams in SaaS, accountable for both people and business outcomes - Commercially minded approach, with a track record managing teams against upsell, cross-sell, and expansion KPIs rather than only retention and satisfaction - Experience building or overhauling CS processes and operating models - Hands-on experience building or shipping an AI-powered tool or system, with enough technical depth to make engineering-level decisions - Fluency in English and German

Nice to have

- Background in a multi-product SaaS environment with a complex platform - Experience managing distributed teams across multiple European markets - Track record navigating organizational change or a period of rapid team evolution

Benefits and work setup

- Salary range: $63,000–$110,000 USD - Work-from-anywhere policy with flexibility to work abroad for short periods - Relocation options available after one year - Flexible, hybrid working options - Home office setup budget plus a monthly work-from-home allowance - AI tokens provided to build smarter workflows - Location-dependent benefits covering healthcare, retirement, and team events - Remote-first culture with strong emphasis on collaboration and autonomy