(Senior) Customer Success Manager (all genders)

About Speed Kit

Speed Kit makes our customers' shops and websites measurably faster, and faster pages mean more revenue. Our customers include some of the most well-known e-commerce brands in Germany and Europe.

About Your Role

Customer Success with us is therefore not about managing satisfaction, but about taking responsibility for ensuring that a customer goes live, can understand the impact on their business, and stays long-term. Our Account Executives secure the initial signature. After that, you are in the driver's seat: you guide the customer through trial or POC to the finish line and then keep them in your portfolio. The customer remains yours, with everything that entails.

What You Will Be Responsible For

• You manage trials and POCs for your new customers: you coordinate integration and configuration with our team and the customer, manage A/B test setup and evaluation, and keep stakeholders aligned. You recognize early on if a project is going off track and turn it around.

• You lead onboarding projects as a true project manager, from kickoff to go-live to results presentation. This is the core focus of the role.

• You proactively manage your existing customers. You reach out to your accounts before they contact you, know their roadmap and their relaunches, and regularly present results and ideas.

• You are responsible for revenue for your portfolio: renewals, commitment upgrades, overages, expansion into further domains, brands, and countries. You know at all times where your book stands and why. And because your success is our success, you will benefit accordingly.

• You conduct customer discussions based on Core Web Vitals, CrUX, Conversion Uplift, ROI. You can explain an uplift and also a decline without evading.

• You work daily with AI. Analyses, reporting, data research through our systems, drafts for customer communication: you do this with Claude and Gemini and build your own reusable workflows for it. We don't expect coding, but we expect you to build yourself levers instead of working things manually.

• You are the spider in the web. No one in the company knows as much about our customers as you do, and you bring this knowledge to all teams, from Engineering and Product to Sales and Management.

How Things Really Work Here

The Customer Success Team is a small, extremely cohesive unit and delivers real, measurable added value to our customers. This is a high-impact role: what you achieve is immediately visible, in the customer's results and in our numbers. In addition, extremely flat hierarchies, no approval theater, direct conversations with Engineering, Product, and Management. What you decide counts. However, you also need to have your own opinion and the courage to express it. If you see something differently, say so, and stick with it, even if someone disagrees.

We have more projects than hands. Part of your week will be externally determined, so good triage is crucial: you recognize which of the ten open topics is moving revenue today or retaining a customer, and what can wait. We will give you goals, context, and backing, but no one will sort your priorities for you. This also includes speaking up when there's a fire: not at every uncertainty, but after you have seriously tried to solve the problem yourself. No problems that fester for three weeks in silence, and no escalation for every question you could answer yourself.

• At least 2 years of Customer Success or Account Management in B2B SaaS

• Experience in managing technical onboarding, trial, or implementation projects with multiple stakeholders on the customer side

• Experience with or a clear willingness for real revenue responsibility. You want your results to depend on customer success, rather than avoiding it.

• AI tools as a daily work tool. This is a hard requirement and not a plus. We will ask you in the application process to specifically show what you have built or automated with Claude, Gemini, or comparable tools. "I sometimes use ChatGPT for emails" is not enough for this.

• Self-confidence and standing. You interact with decision-makers at eye level, conduct difficult conversations about prices, delays, and expectations, and politely disagree with a customer when they are wrong.

• Digital tools are second nature to you. You teach yourself a new system rather than waiting for training.

• Strong independence and clean prioritization under pressure

• Affinity for numbers and data. You work confidently with traffic and performance metrics and derive action recommendations from them.

• Native-level German, fluent English

Nice-to-have

• Understanding of web performance, Core Web Vitals, and the Google CrUX Report

• Experience with HubSpot or a comparable CRM

• E-commerce background, ideally with shop systems such as Shopify, Salesforce Commerce Cloud, Shopware, or Magento

• We set up your workspace - from the monitor to the office chair

• Choose your OS: You can freely choose your operating system between Mac, Windows, or Linux

• Beautiful office: Work in the heart of Hamburg's Schanzenviertel

• Pet-friendly office: You are welcome to bring a furry friend

• Great colleagues: Competent and humorous team

• Work flexibly: Work on a full-time or part-time schedule

• Flat hierarchies: The best ideas win, regardless of who they come from

• Event slots: Several times a year you can vote on what gets done - haven't you always wanted to go karting with your colleagues? Vote for it!

• Speed.Fest: Every quarter we all meet at our HQ in Hamburg for workshops, good food, events, and a great time

• Personal training budget: We help you grow your career and your skills

• Monthly, flexible benefit budget: €50 per month that you can freely allocate to the benefit that suits you best - from public transport to shopping vouchers to gym memberships

• Future-proof retirement plan: Bring your own retirement plan or get advice from our experts

4️⃣… You share your resume, your LinkedIn or Xing profile with us.

3️⃣… We will arrange an initial in-depth (video) call with our Head of Customer Success for an introduction (45-60 minutes).
If we are both very interested, you will then receive a case study simulation from our real work environment. Effort: maximum 2 hours, we don't want to impose more on you.

2️⃣… We will arrange a call with our Head of Customer Success and a member of the CSM team, including a presentation of your case study simulation (60-90 minutes).

1️⃣… Final interview with our CEO (approx. 30 minutes). If it's a good fit for both sides, we will prepare the contract.

…0️⃣ You board our spaceship!

Steffi & Denise are available for your questions and comments atFind Jobs in Germany on Arbeitnow