Customer Success Manager

Customer Success Manager

Cologne

Become the trusted partner for production companies across Germany.

Our client is a leading provider of production management software trusted by the world's top entertainment companies, serving broadcasters and production companies managing budgets from £2M to £100M+.

They are now scaling their customer success function in the German market. They need a hands-on CSM who can drive client adoption, ensure retention, and identify expansion opportunities

The Opportunity

You will own the complete customer lifecycle for German-speaking entertainment companies. Not a salesperson, a trusted advisor who ensures every client extracts maximum value from their platform.

You will design and execute implementation plans that set clients up for success from day one. You will manage timelines, dependencies, and stakeholder alignment. You will conduct comprehensive training sessions, create learning materials, and ensure users adopt core workflows and maximize value from the platform.

You will build deep relationships with key stakeholders. You will conduct quarterly business reviews, understand their goals, and ensure the platform delivers measurable ROI. You will identify opportunities for clients to expand usage, add modules, or increase adoption. You will surface customer pain points, feature requests, and workflow gaps, and be the advocate for customers inside the organisation.

You will manage a portfolio of 10-20 clients in different lifecycle stages. You will prioritise where you add most value and stay organised and proactive across a diverse portfolio. This is hands-on work. You will troubleshoot issues, solve real problems, and become the trusted point of contact clients rely on.

The Person

• 3+ years in SaaS customer success or customer onboarding roles.
• You have built implementation plans, trained clients on software, managed adoption metrics, and measured retention. You understand CSM methodology and best practices.
• Fluent in German, proficient in English.
• You communicate clearly in both languages with clients and their international team.
• Implementation & Onboarding expertise.
• You have run successful software implementations. You know how to scope work, manage timelines, train users on complex systems, and measure adoption success.
• Client-focused mindset.
• You are invested in whether clients succeed. You build trust and become a valued partner. You measure success by client ROI and retention, not pipeline.
• Organised and systematic.
• You can manage multiple clients in different phases. You prioritise what matters. You use data to track adoption metrics and client health. You think in milestones and dependencies.
• Technical comfort.
• You are comfortable learning complex software quickly. You can work with product and implementation teams. You understand how enterprise systems work. You can troubleshoot issues and explain technical concepts to non-technical users.

What You Get

• Remote role based in Germany (Cologne or Berlin preferred).
• A small, dynamic company (30 people) building something real. Your work directly impacts how they grow and how clients succeed.
• Structured onboarding. 2-3 months of training and mentoring. You will learn the product, the market, and be ready to run independently.
• Working with a product that solves real problems. Production companies have spent years juggling spreadsheets and fragmented systems. This company is their solution.