Senior Customer Success Manager - Enterprise DACH (f/m/d)

At ChannelEngine, we connect brands, wholesalers, and retailers to global marketplaces. With our fast-growing SaaS solution, we empower businesses to automate and scale their international e-commerce activities. As part of our growth ambition, we are shifting our Customer Success department towards a growth engine.

Your mission as Senior CSM:

As a Senior Customer Success Manager, you will own and drive strategy for our high-value Enterprise accounts in the DACH region (Germany, Austria, Switzerland). Based in our Berlin office (hybrid - at least 2 days a week), you will focus on turning complex enterprise clients into long-term growth engines and customer champions. You will bridge the gap between strategic account expansion, platform adoption, and cross-departmental collaboration, ensuring customer success is truly at the center of everything we do across Sales, Product, Delivery, and Support.

What will you do as our Senior CSM?

• Own your portfolio and protect NRR: take on a dedicated portfolio of 25-45 Enterprise DACH accounts, with full ownership of NRR, churn prevention, and expansion. You'll drive proactive account management, health score tracking, QBRs/EBRs, stakeholder mapping, and early risk detection, partnering with C-level and senior e-commerce leads to build long-term value and turn clients into active brand champions.

• Drive GMV growth and deepen platform value: connect ChannelEngine's capabilities to each customer's marketplace strategy across Amazon, Otto, Zalando, and beyond. You'll engage customers proactively to ensure they use the platform to its full potential, surfacing new features and optimizing their marketplace presence at every stage.

• Lead commercial conversations independently: run renewals, upsells, and multi-year planning without needing manager sign-off on standard situations. You'll partner with DACH Account Executives on expansion strategy and collaborate with Delivery and Support on escalations, contributing account intelligence back to the pod as a matter of course.

• Raise the floor of the DACH pod: you'll mentor CSM colleagues, develop team playbooks, and lead cross-functional initiatives that sharpen how the whole pod operates, including continuously improving the AE-Delivery-CSM handoff.

What makes you our ideal Enterprise DACH CSM?

• At least 5+ years managing enterprise/key accounts in a B2B SaaS environment (Customer Success or Strategic Account Management).

• Professional fluency in German & English (essential for managing DACH enterprise stakeholders and collaborating internationally).

• Prior experience or familiarity with e-commerce, marketplace mechanics (Amazon, Otto, Zalando, etc.), data feeds, or digital commerce expansion is a big plus, though fast learners with strong B2B SaaS backgrounds are encouraged to apply.

• Commercial & escalation mastery: proven track record in driving account expansion, navigating multi-year contract renewals, and handling complex enterprise escalations independently with empathy and commercial acumen.

• Cross-functional collaboration: demonstrated ability to work constructively across teams (Sales, Product, Delivery, Support) to advocate for client needs, break down operational friction, and streamline customer journeys.

• Proactive & self-driven: you naturally take initiative, challenge status quo processes, and bring a solution-oriented mindset to complex account challenges.

Why you'll love working here:

• A Berlin home base: you'll be part of a ~10-person Berlin office - local enough to feel tight-knit, connected enough to tap into a global team of 200+ across 40 nationalities.

• Flexibility: modern workspace in Berlin (2 days/week in-office) with a collaborative international culture. We enable people to work in ways that suit their style, with flexible hours and the freedom to shape your working day.

• Continuous growth: Thrive in a feedback-rich culture designed to support your personal progress and long-term career development.

• Comprehensive wellbeing: Access free, confidential mental healthcare support to ensure you're supported emotionally and mentally.

• High-impact enterprise portfolio: direct influence on the success of leading brands and retailers in the DACH region.

• Growth & value-driven focus: be part of an organization that actively invests in moving Customer Success from operational support to strategic value creation.

You've applied. What's next?

We aim to make our interview process as transparent, engaging, and efficient as possible. While the exact flow and timing may adapt as we go, our typical 3–4 week process includes:

• Manager interview

• Peer interview

• Final round case study

Diversity, inclusion & belonging

We are an equal opportunity employer, which means that all hiring decisions are based on qualifications, merit and business needs. We are committed to shaping a recruitment process that provides everyone with an equal opportunity to get hired. We welcome individuals from all backgrounds including, but not limited to, age, gender identity or expression, sexual orientation, ethnicity, skin colour, marital status, religious beliefs, or physical or mental abilities. At ChannelEngine, we believe that diversity enriches our work environment, sparks innovation, and drives success. We celebrate and value our differences and are dedicated to building a safe, inclusive, and respectful working environment where everyone feels empowered to be themselves.

📝 A note on AI in applications: While we love modern tooling, we discourage excessive AI generation in CVs and cover letters. We are most interested in hearing your genuine voice and understanding the real person behind the application!