Customer Success Manager - German Speaking

German‑speaking Customer Success Manager (DACH) - AI SaaS

Location: London (Hybrid: 3 days/week)
Salary: £50,000-£60,000 + performance‑based commission

We are working exclusively with a fast‑growing, research‑driven SaaS organisation that develops cutting‑edge AI technology used by well‑known digital publishers globally. With continued expansion and new product launches underway, they are strengthening their Customer Success function and hiring a German‑speaking Customer Success Manager to manage a high‑value DACH customer portfolio.

This role is not sales‑led, it is a genuine Customer Success position focused on long‑term relationships, strong adoption, and revenue retention. You will inherit an established book of business representing a significant portion of the company's overall revenue.

• Retention & Churn Reduction:
  Own gross revenue retention across your DACH portfolio and drive renewals.
• Stakeholder Engagement:
  Build trusted relationships with commercial, editorial, and technical teams across SMB, mid‑market, and some enterprise publishers.
• Strategic Customer Success:
  Run QBRs, create success plans, identify expansion opportunities, and ensure customers are achieving clear ROI.
• Customer Advocacy:
  Translate customer needs into actionable insights for product and commercial teams.
• Data‑Driven CS:
  Use usage analytics and reporting to spot opportunities, risk, and value levers.
• Commercial Coordination:
  Manage contract changes and renewals; support upsells in collaboration with the Sales team

• Native or fluent German + strong English
• 3+ years in Customer Success or Account Management
• Background in B2B SaaS
• Comfortable presenting to non‑technical and technical stakeholders
• London‑based or able to commute 3 days per week
• Confident using data, reporting tools, and structured CS workflows

• Experience supporting or mentoring others
• Knowledge of media, publishing tech, martech, or adtech
• Interest in AI, automation, or data‑driven digital products

• You will take over a priority region that drives roughly a fifth of company revenue.
• The company has strong momentum, newly released products, and expansion planned across commercial teams.
• You will join a growing global CS team with opportunities to influence process, playbooks, and customer strategy.