Customer Success Manager (m/f/d)

About Retorio

Retorio is an AI coaching platform spun out of the Technical University of Munich that helps sales and service teams build human trust. Our AI simulates realistic customer conversations, analyzes behavior based on a scientifically validated framework, and develops employees into trusted advisors. Leading global companies such as Vodafone, Merck, and Daimler Truck use our technology to measurably strengthen the human factor in sales.

The Role

As a Customer Success Manager (m/f/d), you will guide our customers from kick-off to renewal. You will ensure that Retorio is integrated into the daily routines of sales and service teams and delivers measurable results, such as shorter onboarding times, higher closing rates, or improved customer satisfaction. You will be responsible for the commercial success of your portfolio: Renewals are in your hands, and you will work with the sales team on expansions.

You will work closely with experienced CSMs, Sales, and Product, and gradually take on your own customer accounts.

• Location: Munich

• Start: January 2027

• Employment: Full-time

Your Tasks

You will manage a portfolio of existing customers. Your primary focus is retention: You will secure renewals and build long-term customer relationships.

• You are responsible for renewals in your portfolio. You will plan them early, work with the customer to demonstrate value, address objections, and bring them to signature.

• You will identify upsell and expansion potential in new teams, countries, or use cases and drive them forward together with Sales.

• You will guide the onboarding of new customers: kick-offs, platform setup, configuration of coaching scenarios, and training of admins and managers.

• You are the primary point of contact for your accounts and answer questions about the platform, its usage, and rollout.

• You will monitor usage and account health, identify risks early, and, together with the team, derive action plans.

• You will prepare reports and business reviews and demonstrate how Retorio contributes to the customer's business goals.

• You will provide structured customer feedback to Product and Engineering.

• You will maintain account information and renewal forecasts accurately in the CRM.

Your Profile

• Completed university degree, e.g., in Business, Psychology, Communication, or equivalent.

• 2 to 3 years of professional experience in Customer Success Management, ideally in a B2B SaaS environment.

• Commercial mindset. You think in terms of renewals, expansion, and business results and confidently discuss value, pricing, and contracts with customers.

• Practical experience using AI in your daily work, e.g., for account research, call preparation, data analysis, or text generation.

• You communicate clearly and confidently, even with experienced contacts on the customer side.

• You work in a structured manner, keep track of multiple topics simultaneously, and follow up until tasks are completed.

• You enjoy working with numbers and can derive concrete recommendations from usage data.

• You work independently and organize yourself well in a remote setup.

• Excellent German and English written and spoken.

What We Offer

• Structured onboarding alongside experienced CSMs and a clear path to your own account responsibility.

• A product you help shape: Your customer feedback is heard.

• Short decision-making processes and a team that delegates responsibility early on.

Application

Does this sound like you? Then send us your CV! A formal cover letter is not necessary.

Please state your earliest possible start date and your salary expectations.

Our process is as short as possible and as informative as necessary:

1. Interview with the Hiring Manager

2. Case Study

3. Interview with the Team

4. Interview with Management

We welcome applications from all individuals, regardless of gender, origin, age, religion, disability, or sexual identity.

Find more English Speaking Jobs in Germany on Arbeitnow