Customer Success Manager

About Us

Yes is the software for sales teams of FMCG brands in the food retail sector. Field sales, key accounts, and sales management work in one system: tour planning, store checks, promotions, targets, and real-time evaluations. Our customers include nucao, ahead, and Uludağ, among others.

We are a fast-growing early-stage startup. You will take on responsibility early on, help shape structures and processes, and work closely with management.

The Role

As the first Customer Success Manager at Yes, you will be responsible for supporting our customers after contract signing. You will guide them from kickoff to rollout and build the customer success processes at Yes. You will report directly to the COO.

Your Responsibilities

Onboarding and Implementation (approx. 50%)

• Conducting kickoffs and onboarding new customers until go-live
• Setting up customer accounts, including users, territories, and integrations
• Migration and import of customer data, such as master data for markets, products, and visit history from Excel, ERP, or legacy systems
• Training for field sales, key accounts, and inside sales, remotely and on-site
• Creating training materials and help center articles

Customer Support and Growth (approx. 35%)

• Supporting the customer portfolio as a dedicated point of contact
• Monitoring usage and account health, early identification of churn risks
• Regular business reviews with the sales management of our customers
• Identification and preparation of rollouts, upsells, and contract renewals in coordination with management
• First-level support and coordination of technical topics with development

Processes and Product Feedback (approx. 15%)

• Building customer success processes, such as onboarding journeys, playbooks, SLAs, and ticketing
• Definition and reporting of key metrics such as onboarding duration, adoption rate, churn, and Net Revenue Retention
• Structured handover of customer feedback to product and development
• Maintaining customer data in HubSpot

Your Profile

• Minimum of 2 years of professional experience in Customer Success, Implementation, or Account Management in a B2B environment, ideally SaaS
• Experience in independently conducting onboardings and trainings
• Experience with your own customer portfolio and demonstrable success in customer retention or expansion
• Strong technical affinity and confident handling of SaaS tools like HubSpot
• Experience with data migrations, including preparation, cleansing, and import of customer data
• Confident use of AI tools like Claude or ChatGPT and experience in building reports and dashboards
• Confident demeanor with users and managers
• Independent, structured way of working and enjoyment in building processes
• Native-level German and good English skills
• Willingness to travel for trainings and appointments with customers in Germany

Advantageous

• Experience in food retail (LEH), FMCG, or field sales
• Experience in a startup
• Experience with help center or ticketing tools

We Offer

• Fixed salary plus bonus based on achieved expansion targets
• Flexible working hours and choice of work location
• Optional workspace in Hamburg or Düsseldorf
• Your laptop of choice

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