Senior Customer Success Manager (f/m/d)
HybridHamburg, Hamburg, Germany
Hamburg, Hamburg, GermanyHybridFull TimeSenior Level
Full TimeSenior Level
Job Summary
Own key client relationships as the strategic point of contact, driving retention, renewals, and expansion opportunities across your portfolio. Lead onboarding and adoption strategies to ensure clients fully leverage Catapult's BI platform features. Partner with sales, product development, and BI consultants to influence the roadmap and improve client satisfaction. Mentor Customer Success Manager colleagues and translate client feedback into actionable recommendations for platform improvements. Use CRM and project management tools like HubSpot and Asana to track interactions and manage tasks efficiently.
Required Qualifications
- Several years of experience in Customer Success, Account Management, or a comparable client-facing role
- Experience within a SaaS or ecommerce/Amazon consulting environment
- Track record of managing and growing high-value client relationships
- Ability to drive measurable retention and expansion results
- Deep understanding of customer needs
- Ability to prioritize long-term success
- Ability to proactively identify challenges and develop effective, strategic solutions
- Ability to stay calm and focused under pressure
- Ability to balance multiple priorities while keeping a clear head
- Comfort with change and ability to adjust to new situations
- Solid understanding of SaaS products
- Ability to communicate effectively with internal teams such as Software and Product
- Ability to clearly and effectively convey complex topics in German and English
Desired Qualifications
- Experience with reporting software such as Catapult
- Familiarity with HubSpot, Office Workspace, Asana, and AI automations
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