(Senior) Customer Success Manager (m/f/d) – B2B SaaS / eCommerce – Berlin, Munich, Pforzheim (Hybrid)

As a (Senior) Customer Success Manager (m/f/d), you will take over your own portfolio of well-known e-commerce customers at FactFinder and be responsible for their development from adoption and value realization to renewal and expansion.

In doing so, you will work with demanding mid-market, enterprise, and strategic accounts – B2B and B2C companies from various industries – and move confidently between operational e-commerce teams, technical contacts, and C-level stakeholders.

FactFinder is one of the leading product discovery platforms for European e-commerce. Over 2,000 customers such as Douglas and SPAR achieve a total GMV of more than 160 billion euros per year with our AI-powered product search.

At a glance

• Customer portfolio: approx. 40–50 accounts – predominantly mid-market, supplemented by enterprise and strategic accounts, primarily in the DACH region
• Commercial responsibility: Upsell and expansion targets as well as churn prevention and avoidance of downgrades – commercial ownership lies with you as CSM
• Locations: Berlin, Munich, or Pforzheim – hybrid with 2–3 office days per week
• Team & Reporting: CS team with clearly defined seniority levels, reporting to the Director Customer Success

• Portfolio & Customer Value: You will be responsible for approx. 40–50 mid-market, enterprise, and strategic accounts, primarily in the DACH region – B2B and B2C customers from various industries, making the role particularly varied. Together with your customers, you will define clear goals and success plans and make the added value of FactFinder measurable using relevant KPIs.
• Retention & Churn Prevention: You will identify risks early based on product usage, adoption, and customer feedback, and proactively initiate measures. Commercial renewal responsibility lies with you – with strong support from our Sales Operations team. Since our contracts typically renew automatically, your focus is on churn prevention and avoiding downgrades.
• Upsell & Expansion: You will be responsible for expansion in your portfolio end-to-end – from identifying the opportunity to closing the deal, currently with support from Sales on a case-by-case basis. You will have your own portfolio-dependent expansion target, which directly contributes to your variable compensation.
• Business Reviews & Enablement: You will moderate QBRs and workshops, accompany feature rollouts and pilot projects, and ensure that your customers successfully use FactFinder.
• Voice of the Customer: You will understand your customers' challenges and requirements and translate them into clear impulses for Product and Product Marketing. You will work closely with Sales, Consulting, and Support.
• Building rather than administering: You will further develop playbooks, processes, reporting, and AI-powered workflows and actively shape our customer success structures. Salesforce forms the basis for your data-driven account management.

Must-have:

• Several years of experience in independently managing demanding B2B SaaS customers in Customer Success, Account Management, or a customer-oriented SaaS, Digital, or Technology Consulting environment. Experience with mid-market and/or enterprise customers and complex stakeholder structures up to the C-level.
• Technical product understanding: You understand product functions, configuration logic, APIs, integrations, and data flows sufficiently to advise customers on content and work with Product and Consulting teams on an equal footing. You do not need to develop yourself.
• Value and commercial thinking: You translate customer goals into measurable outcomes, identify churn risks and growth potentials, and understand how Customer Success contributes to retention and expansion.
• Proficient use of CRM systems, ideally Salesforce.
• Fluent German and English, as well as willingness to travel within DACH depending on customer needs.

• Experience with e-commerce technologies such as Site Search, Product Discovery, Recommendation Engines, Personalization, PIM, or Feed Management.
• Experience in building scalable customer success processes and in working with AI.
• E-commerce or search experience is not a must. What counts are your B2B SaaS experience, your technical understanding, and your ability to create measurable customer value.

• Attractive compensation model: fixed and performance-based components – your variable portion directly rewards churn prevention and expansion successes in your portfolio.
• Product with measurable impact: Our customers see the effect of FactFinder directly in conversion rates and revenue – you can make the success of your work concretely visible.
• Strong brands & real responsibility: You work with well-known B2B and B2C companies from various industries – from mid-market to strategic accounts.
• Freedom to shape: Our Customer Success organization is evolving. You will not only take over existing processes but can actively shape playbooks, reporting, and working methods.
• Development perspective: Clearly defined seniority levels in the CS team – depending on your strengths and interests, you will develop towards strategic enterprise accounts or people leadership.
• Work environment & Benefits: Salesforce, Notion, Gong, Slack, and AI-powered workflows, as well as 2–3 office days/week, 30 vacation days, modern equipment, mobility options, company pension plan, and other relevant benefits.Application Process

Berlin, Pforzheim or Munich

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