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

Introduction

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

You will work with demanding Mid-Market, Enterprise, and Strategic Accounts – both B2B and B2C companies from a wide variety of industries – and navigate confidently between operational eCommerce teams, technical contacts, and C-level stakeholders.

FactFinder is one of the leading product discovery platforms for European eCommerce. 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 market
• 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

About FactFinder
For over 20 years, FactFinder has been developing AI and machine learning technology for product search, navigation, personalization, and product recommendations in online retail. With our Product Discovery Experience (PDX), the investor Genui backing us, and a new management team, we are entering our next growth phase. Around 90 colleagues work at our locations in Pforzheim, Berlin, Munich, and Stockholm.
Your mission

• Portfolio & Customer Value: You will be responsible for approx. 40–50 Mid-Market, Enterprise, and Strategic Accounts, predominantly in the DACH market – B2B and B2C customers from a wide variety of industries, making the role particularly diverse. Together with your customers, you will define clear goals and success plans and make the added value of FactFinder measurable using relevant KPIs.
• Upsell & Expansion: You will be responsible for end-to-end expansion in your portfolio – from identifying the opportunity to the commercial closing, currently with occasional support from Sales. You will have your own portfolio-dependent expansion target, which directly contributes to your variable compensation.
• Retention & Churn Prevention: You will identify risks early on based on product usage, adoption, and customer feedback and proactively initiate measures. You will have commercial renewal responsibility – with strong support from our Sales Operations Team. As our contracts typically renew automatically, your focus will be on churn prevention and avoiding downgrades.
• 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 Instead of 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.

How You Work in the Team
You will take over your customers from Sales after they have signed the contract and accompany them throughout the entire customer lifecycle. In your daily work, you will collaborate most closely with our Business and Technical Consulting teams, who will support you with onboarding, integrations, and more complex issues. Our Service Desk handles operational tickets and usage questions. This allows you to fully concentrate on the strategic and commercial development of your accounts.
Your profile

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 to the extent that you can 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.
• Routine use of CRM systems, ideally Salesforce.
• Fluent in German and English, as well as willingness to travel within DACH depending on customer needs.

Nice-to-have:

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

THE JOY OF WORKING WITH US

• 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 directly see the effect of FactFinder 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 a wide variety of industries – from Mid-Market to Strategic Accounts.
• Room for maneuver: Our Customer Success organization is continuously evolving. You will not only take over existing processes but can also actively shape playbooks, reporting, and ways of working.
• Development perspective: Clearly defined seniority levels within the CS team – depending on your strengths and interests, you can 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 offers, company pension scheme, and other relevant benefits.Application Process

No cover letter needed – CV or LinkedIn profile is sufficient.

The Process
1. Initial meeting via video call
2. Technical interview with the Hiring Manager
3. Short live case study & team meeting
4. Meeting with the CEO

Contact Person: Mirko Duus
Contract: Full-time, permanent
Start Date: Immediately / by arrangement
Job Location

Berlin, Pforzheim, or Munich

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