Enterprise Customer Success Manager
SaaS / Software / Germany & Switzerland / Remote
You will join our partner, an international software company and recognized leader in Digital Employee Experience. The company helps IT teams move from reactive troubleshooting to digital workplaces that detect and resolve issues themselves, powered by agentic AI. With nearly 500 colleagues worldwide, a strong market position and consistent growth, this is an organization that is well established and still moving fast.
For the DACH region we are looking for an Enterprise Customer Success Manager who becomes the trusted advisor for around 30 strategic enterprise accounts in Germany and Switzerland. This is not a sales role. You own customer outcomes, build relationships with senior IT leaders and act as the central point for your accounts, with a direct line to Support, R&D, Marketing and Management whenever your customers need it.
What you will do
- You own the full customer lifecycle for a portfolio of around 30 enterprise accounts in Germany and Switzerland, each with at least €75.000 in annual recurring revenue.
- You proactively monitor account risk, adoption gaps, disengaged stakeholders and unresolved issues, and take ownership of the resolution yourself.
- You recognize when customers underuse capabilities that would move their goals forward, and guide them toward fuller adoption.
- You build close relationships with senior IT professionals who manage highly complex environments, and position yourself as their trusted advisor.
- You take a consultative approach to help customers get the highest possible return from the platform.
- You maintain a stakeholder map for each account, so the value customers realize reaches decision makers and executive sponsors as well as daily users.
- You lead implementation and adoption as a project manager. Structured product training and hands on technical troubleshooting are handled by other teams.
- You work closely with Sales, Marketing and Product, and act as the voice of the customer within the organization.
What you bring
- Native German speaker with excellent communication skills.
- Fluent in English, written and spoken. French is a strong plus for Swiss clients.
- One to two years of relevant experience is enough if you have the right drive and proactivity.
- Experience within an EUC or similar software company, ideally in a startup or SaaS environment.
- Proven experience building relationships with multiple stakeholders within large, complex organizations.
- Able to translate technical outcomes into business value for executive stakeholders.
- Strong in organization, project management and time management, with a sharp eye for detail.
- Curious, a critical thinker and a natural problem solver.
- A plus: working knowledge of VDI (Citrix, VMware), experience with the German C5 certification process or MEDDICC, and tools such as Salesforce, Outreach, Clari or Confluence.
What you can expect
- Fully remote role, based in Germany or Switzerland.
- OTE up to €110.000 with an 80/20 split between base and variable.
- €100 home office allowance per month.
- Optional health insurance, fully paid by the employer (€32,90 per month).
- Pension matching: you contribute €322 per month and the employer matches it with another €322.
- 25 vacation days per year and unlimited sick leave.
- A close team of six CSMs within an international organization.
- Annual global offsite and a social company culture.