Customer Success Manager

About the Role

We are a Y Combinator-backed B2B SaaS startup building AI-powered quote and order automation for distributors and manufacturers in sectors like HVAC, electrical, and building materials. As our first Customer Success Manager, you will own the entire post-sales customer journey — from onboarding through expansion — and play a central role in shaping how customers derive value from our product. You'll work side-by-side with the CPO, sales, and engineering teams, making this a high-impact, high-visibility role at an early-stage company with strong traction.

What You'll Do

• Own the end-to-end customer journey: sales support, onboarding, adoption, retention, and expansion.
• Serve as the primary point of contact and trusted partner for customers, driving satisfaction and long-term relationships.
• Lead onboarding and implementation projects to ensure fast time-to-value and sustained engagement.
• Run workshops and training sessions to accelerate product adoption and share best practices.
• Translate customer feedback into actionable product insights and help shape the roadmap.
• Help customers unlock measurable savings and efficiency gains; support them during key commercial negotiations.
• Manage accounts to drive retention, growth, and strategic partnership depth.
• Collaborate closely with CPO, sales, and engineering to ensure customer needs inform development priorities.

What We're Looking For

Required:

• 1+ years of experience in customer success, account management, or client-facing roles in SaaS, B2B, or consulting.
• Excellent verbal and written communication skills; comfortable engaging confidently with C-level stakeholders.
• Proven ability to lead customer onboarding, drive product adoption, and manage renewal and retention through the post-sales lifecycle.
• Familiarity with SaaS metrics (health scores, CSAT, NPS, churn) and a data-driven approach to customer success.
• Experience with CRM platforms such as Salesforce or HubSpot.
• Native German and fluent English — both required.
• Willingness to work five days a week from our Munich office, with occasional customer travel.
• Must be eligible to work in Germany without visa sponsorship (visa sponsorship is not available).

Nice to Have:

• Domain knowledge in construction, HVAC, electrical, plumbing, or supply chain distribution.
• Proactive, empathetic, and solution-oriented mindset with a desire to build and grow with an early-stage team.

Location & Work Arrangement

This is a full-time, on-site role based in Munich, Germany. Occasional travel to customer sites is expected. Visa sponsorship is not available.

About the Company

We are a seed-stage AI SaaS company (Y Combinator alumni) serving distributors and manufacturers across the trades and industrial supply sectors. Our platform automates inside sales workflows — including quote generation, email and voice request handling, and ERP integrations — helping sales teams focus on closing deals rather than back-office tasks. We are GDPR-compliant, ISO 27001 certified, and growing rapidly.