(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 renowned 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 various 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 – primarily mid-market, supplemented by enterprise and strategic accounts, mainly in the DACH region
• Commercial responsibility: Upsell and expansion targets as well as churn prevention and avoidance of downgrades – the 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 behind us, and a new management team, we are entering our next phase of growth. 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, primarily in the DACH region – B2B and B2C customers from various 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 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. 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 rather than managing: 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 the contract is signed 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 concentrate fully 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 C-level.
• Technical product understanding: You understand product functions, configuration logic, APIs, integrations, and data flows to the extent that you can provide substantive advice to customers and work at eye level with Product and Consulting teams. 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.

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 in working with AI.
• eCommerce or Search experience is not a must. What is crucial is 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 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.
• Scope for Design: 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 days of vacation, modern equipment, mobility offers, company pension plan, and other relevant benefits.Application Process

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

The Process
1. Get-to-know-you video call
2. Technical interview with the Hiring Manager
3. Short live case study & team get-to-know-you
4. Meet 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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