Senior Customer Success Manager (m/f/d)

About Retorio

Retorio is an AI coaching platform spun out of the Technical University of Munich that helps sales and service teams build human trust. Our AI simulates realistic customer conversations, analyzes behavior based on a scientifically validated framework, and develops employees into trustworthy contact persons. Leading global companies such as Vodafone, Merck, and Daimler Truck use our technology to measurably strengthen the human factor in sales.

The Role

As a Senior Customer Success Manager (m/f/d), you will accompany our customers from kick-off to renewal. You will ensure that Retorio is adopted into the daily routine of sales and service teams and delivers measurable results, such as shorter onboarding times, higher closing rates, or improved customer satisfaction. You will be responsible for the commercial success of your portfolio: renewals are in your hands, and you will work with the sales team on upselling and cross-selling.

From the beginning, you will take ownership of your own portfolio of strategic customers and work closely with Sales, Product, and the CS team.

• Location: Munich

• Start: January 2027

• Employment: Full-time

Your Responsibilities

Your focus is on growth: you will manage our strategically most important customers and work hand in hand with the sales team to transform potential into expansion.

• You will manage a demanding portfolio that requires the highest level of professionalism and strategic thinking

• You will identify upsell and expansion opportunities in new teams, countries, or use cases and drive them forward together with Sales

• You will be responsible for renewals within your portfolio: you will plan them early, make the benefits tangible together with the customer, address objections, and get the renewal signed

• You will manage the onboarding of new customers: kick-offs, platform setup, configuration of coaching scenarios, and training of administrators and managers

• You will be the primary point of contact for your accounts and answer questions regarding the platform, its usage, and rollout

• You will monitor usage and account health, identify risks early, and derive measures together with the team

• You will prepare reports and business reviews, demonstrating how Retorio contributes to the customer's business objectives

• You will channel customer feedback systematically to Product and Engineering

• You will maintain account information and renewal forecasts accurately in the CRM

Your Profile

• Completed university degree, e.g., in Business, Psychology, Communication, or equivalent.

• At least 5 years of professional experience in Customer Success Management, ideally in the B2B SaaS environment

• Commercial acumen: You think in terms of renewals, expansion, and business results, and you can confidently discuss benefits, pricing, and contracts with customers

• Practical experience in using AI in your daily work, e.g., for account research, call preparation, data analysis, or text generation

• You communicate clearly and confidently, even with experienced customer-side contacts

• You work in a structured manner, keep multiple topics in view simultaneously, and follow up until tasks are completed

• You enjoy working with numbers and can derive concrete recommendations from usage data.

• You work independently and are well-organized in a remote setup

• Very good German and English, both written and spoken

What We Offer

• Structured onboarding alongside experienced CSMs and a clear path to your own account responsibility

• A product that you help shape: your customer feedback is heard

• Short decision-making processes and a team that delegates responsibility early on

Application

Does this sound like you? Then send us your CV! A formal cover letter is not necessary.

Please state your earliest possible start date and your salary expectations.

Our process is as short as possible and as informative as necessary:

1. Interview with the Hiring Manager

2. Case Study

3. Team Interview

4. Interview with Management

We welcome applications from all individuals, regardless of gender, ethnic origin, age, religion or belief, disability, or sexual identity.

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