Senior Customer Success Manager (f/m/d)

SENIOR CUSTOMER SUCCESS MANAGER (DACH)

We build software that helps organizations onboard, enable optimal processes, and scale their teams. Our customers aren't startups or tech companies; they're mid-sized to large manufacturers, industrial operators, and traditional enterprises that are genuinely trying to change how they work, and that makes the CSM role here harder and more interesting than most.

We're hiring a Senior Customer Success Manager to own a portfolio of complex enterprise and corporate accounts across DACH.

If you want to only run a proven CS playbook, this probably isn't the right role. We're still building ours and constantly like to challenge ourselves and question what is really effective. Our customers have real operational complexity, long internal decision cycles, and limited appetite for tools that don't immediately prove their worth. The person who'll do well here is someone who wants to figure that out, not someone who's waiting to be told how.

🛠 WHAT YOU'LL DO

• Own a portfolio of enterprise and corporate accounts (typically 1,000+ employees) from onboarding through adoption, renewal, and expansion. NRR is your number.
• Build relationships that go beyond the scheduled QBR. You're the person customers call when something needs to move, whether that's with their QM-, HR-, operations lead or GM.
• Lead Proof of Value (POV) phases for enterprise prospects in close collaboration with AEs. This is about 15% of the role. You're not in a sales seat, but you understand what makes a POV land and what kills it.
• Turn complex, often vague customer goals into success plans with real milestones, adoption targets, and expansion signals. Then hold both sides to them.
• Manage your portfolio actively. You decide where to put time, which accounts need more attention, and where to push for growth.
• Work closely with AEs on renewal and expansion, and bring specific product feedback into roadmap conversations. You're the clearest signal we have on what enterprise customers actually need.

🧑‍💼 WHO YOU ARE

• 4 to 6 years in Customer Success, Account Management, or SaaS Consulting, owning complex B2B accounts, not just supporting them.
• You've worked with customers who aren't naturally tech-savvy and still driven adoption and real outcomes. You know how those environments operate.
• You've been close to a commercial motion before, through POV involvement, expansion ownership, or renewal conversations. You understand what close collaboration with an AE requires of you without having to become one.
• When something isn't working for a customer, you figure out why and do something about it. You don't wait for the next check-in to surface it.
• You can run a meeting with a GM and a follow-up with an operations lead and make both feel like genuine partnerships. That range is not new to you.
• You've worked in a growth-stage SaaS company before (Series A to C) and know what that means in practice: processes that aren't finished, priorities that shift, and things you have to build yourself.
• You speak German & English fluently; the kind where you can have a hard conversation with a customer and come out with the relationship intact.

📈 WHAT SUCCESS LOOKS LIKE

3 MONTHS

Ramp-up is done. You've met your accounts, understood where each one stands, and taken over relationships that feel owned, not just handed off. You're running new customer onboardings independently.

6 MONTHS

Your portfolio has clear momentum. Expansion opportunities are mapped. You've supported at least one POC end-to-end. Your AE knows you're the person to bring in early.

12 MONTHS

NRR in your portfolio reflects decisions you made, not luck. You've contributed something concrete to how we run CS at enterprise scale: a sharper POC motion, a better success plan format, a playbook someone else can actually use. The 12-month version of this role looks different from the day-one version, and you're a reason why.

🚀 WHY JOIN DOINSTRUCT?

• We’re building something meaningful with clear customer impact across industries
• Opportunity to shape strategy, playbooks, and CS culture in a scale-up environment
• Work with a diverse customer base where your voice matters internally and externally
• Performance-driven, but no burnout culture – we believe in smart focus, not busywork
• Competitive compensation, including NRR-based bonus & POC conversion incentives

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At doinstruct, you can make full use of your skills and play an active role in the further development of our start-up. And yes, we attach great importance to a positive working atmosphere, maximum transparency, communication at eye level, and support every step of your personal and professional development.

Even if you don't tick all of the boxes, but you are motivated and want to work with us, you are very welcome to apply.

We embrace diversity and hire people based on their ability to perform a job. People of any race, gender, gender expression, sexual orientation, religion, age, disability, political opinion, or marital status are welcome at doinstruct.

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For questions or remarks please reach out to our Talent Acquisition Manager, Leonard, at leonard.mielke@doinstruct.com.