Associate Customer Success Manager - DACH
On-siteHamburg, Hamburg, Germany
Job Summary
Lead post-sale onboarding and setup for small business and lower-tier plan customers to ensure successful platform adoption. Drive measurable Business Adoption and Gross Renewal Rates (GRR) while proactively managing customer health and executing recovery actions to maintain high renewal metrics. Act as the primary line of contact for onboarding, usage, and product value issues, partnering with Marketing to identify case study opportunities and collaborating with Product to share structured feedback for roadmap improvements. Maintain accurate health metrics, account notes, and success plans in the CRM to ensure complete portfolio visibility. Fluent in German and English with 1–2 years of customer-facing experience, you will support a high-volume portfolio to achieve strong Net Promoter Score (NPS) results and develop capabilities to manage more complex accounts over time.
Required Qualifications
- Fluent in both German and English (spoken and written)
- 1–2 years, internships, or working student roles in a customer-facing environment
- Experience in customer support, account management, sales, or hospitality/retail
- First experience in a fast-paced tech or SaaS environment
- Eager to work directly with customers
- High degree of empathy
- Tech-savvy and confident learning new software quickly
- Analytical mindset
- Highly organized and structured
- Collaborative team player
- Growth mindset
Desired Qualifications
- A basic understanding of the digital advertising or search marketing industry
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