Customer Success Manager (m/f/d) – Software & Analytics

About us:

Kaske Group, headquartered in Munich, is a specialized provider of data, software, and AI solutions for companies in the healthcare and life sciences industries. We combine one of the largest digital health databases in the DACH region with data-driven software, AI, and service solutions. Since our founding in 1997, we have developed into a software and data-driven platform provider. The group includes, among others, Smile AI GmbH, Dr. Kaske GmbH & Co. KG, and Dr. Vital Digital Solutions GmbH. With over 100 clients and projects in 22 European countries, we support our customers end-to-end, from strategic data analysis to implementation.

This role is based at Smile AI, our software and analytics unit within the Kaske Group – here, we combine data-driven products with genuine customer proximity for the healthcare and life sciences industry.

To retain our software customers long-term and develop them strategically, we are looking for an experienced individual who can lead customer relationships at the decision-making level – with a clear focus on contract renewal, growth, and structured feedback to our product team.
Working at Kaske Group means:

• Responsibility. You are the primary point of contact for your software customers and are responsible for the strategic management of the customer relationship.
• Securing. You are responsible for contract renewals and upsell success – including the upcoming Q4 renewals.
• Leading. You conduct regular meetings and business reviews independently.
• Mediating. You prioritize customer feedback and pass it on structurally to Product/Dev – as the voice of our customers.
• Escalating. You manage escalations at the business level for critical customer issues.
• Contributing. You support the test coordination of new product features with selected customers and contribute to account strategy with Sales/Consulting.

This is you:

• Experienced. You have at least 4 years of experience as a Customer Success Manager or Key Account Manager in the B2B SaaS/Data/Analytics environment, ideally with enterprise or pharma/FMCG customers.
• Proven success. You have a verifiable track record of contract renewal and expansion (renewal rate, upsell).
• Strong communicator. You explain complex data topics (e.g., Retail Media, E-Commerce) clearly and convincingly to the decision-making level and are confident in stakeholder management at the management level.
• Structured. You prioritize based on business impact rather than the loudest customer voice.
• Resilient. You possess resilience, take responsibility, and have a hands-on mentality.
• Linguistically fit. You speak fluent German and very good English.
• Tool knowledge. You can read and communicate in Jira and have experience with AI tools.
• Plus. Industry experience in Pharma/Healthcare or Retail Media/E-Commerce, experience in building or expanding a Customer Success function, and a basic understanding of agile collaboration with Dev teams are welcome, but not mandatory.

What we offer you:

• Perspectives. Own training budget to strengthen your hard and soft skills through conferences, seminars & workshops.
• Responsibility & a great team. Areas of responsibility with plenty of room for initiative, creativity, and responsible thinking and action in a friendly work atmosphere, with a young, motivated team.
• Mobile. Jobrad leasing for your commute or for leisure time.
• Catering. Lunch subsidy.
• Carefree office kitchen. Here you will find everything your heart desires. Whether snacks or a refreshing drink, we have everything. 
• Benefits, Benefits, Benefits. Various employee discounts and numerous sports and fitness offers.
• Team events. Take place from time to time and strengthen our cohesion. 
• Work from Anywhere. Choose your workplace. Whether comfortably from home, in our exclusive office in the center of Munich, or Work-from-Anywhere for up to half a year abroad. You have the choice!

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