Senior Customer Success Manager (f/m/d)

Senior Customer Success Manager (f/m/d) ... At Front Row, we partner with leading brands to accelerate their ecommerce growth. We leverage our capabilities and proprietary technology to design, market, distribute and accelerate brands on a global scale. Our Catapult Team partners closely with clients, crafting solutions that empower brands to make well-informed decisions spanning marketing, logistics, sales, and product management. As Senior Customer Success Manager (f/m/d) at Front Row, you will own and lead key client relationships, ensuring our clients derive maximum value from our proprietary Business Intelligence (BI) platform, Catapult. Catapult empowers brands to make impactful decisions through real-time insights and market intelligence. Your role will involve strategically managing a portfolio of high-value accounts, driving retention and growth and shaping how we deliver our BI solutions to drive client e-commerce success. If you are an experienced, strategic, and proactive professional who thrives on owning client outcomes, this role is perfect for you! Responsibilities You serve as the strategic point of contact and trusted advisor for our most important clients, owning their long-term success. You lead the onboarding and adoption strategy for key accounts, ensuring clients fully leverage Catapult's features. You proactively drive retention, renewals, and expansion opportunities across your client portfolio, identifying upsell and cross-sell potential. You partner with internal teams, including sales, product development, and BI consultants, to influence the product roadmap and improve overall client satisfaction and retention. You mentor and support your Customer Success Manager colleagues, sharing best practices and helping to build an overall successful team. You collect and analyze client feedback to identify opportunities for platform improvements and additional training needs, and translate these into actionable recommendations. You use CRM and project management tools (such as HubSpot, Office Workspace, and Asana) to track client interactions and manage tasks efficiently. Requirements You bring several years of experience in Customer Success, Account Management, or a comparable client-facing role, ideally within a SaaS or ecommerce/Amazon consulting environment. You have a track record of managing and growing high-value client relationships and driving measurable retention and expansion results. You deeply understand customer needs and consistently prioritize their long-term success. You proactively identify challenges and develop effective, strategic solutions. You stay calm and focused under pressure, balancing multiple priorities while keeping a clear head. You are comfortable with change and quick to adjust to new situations. You have a solid understanding of SaaS products to provide expert customer support, and you know how to communicate effectively with internal teams such as Software and Product. You have experience with reporting software such as Catapult; familiarity with HubSpot, Office Workspace, Asana, and AI automations is a plus. You can clearly and effectively convey complex topics in German and English. Benefits Your development Diverse projects across established German brands and fast-moving digital pure players Full responsibility for your own projects and room to grow professionally Unlimited learning budget and Gallup StrengthsFinder to support your development Your environment A diverse, international team with more than 30 nationalities Close collaboration with clients on equal footing and a straightforward, no-nonsense mindset A modern office in the heart of Hamburg Regular after-work events and team retreats Your flexibility Flexible working hours and remote work options 20 to 40 vacation days One week per year to work from abroad at our Sunshine Office Your wellbeing and perks Mental wellbeing support through OpenUp Lunch allowance EGYM Wellpass Bike leasing, pension plan, and subsidy of the "Deutschland Ticket" Division Front Row Germany Locations Hamburg Remote status Hybrid Employment type Full-time