Senior Strategic Customer Success Manager – Growth & Expansion (m/f/d)

Do you want to do more than just support, but achieve real impact? In this role, you won't be guiding our customers through tickets, but through growth phases: you'll help to strategically anchor our SaaS platform in existing accounts, activate new use cases, and systematically expand accounts. If you're keen to make an impact in Customer Success truly measurable, we look forward to hearing from you.

epilot digitizes the energy industry with a unique cloud software. We are a growing scale-up in the heart of Cologne. Our mission: epilot revolutionizes the collaboration of all market partners who work together in the energy world to provide products and services. We offer a large network of partners within the cloud world, which is constantly being expanded by the community.

What awaits you

• As part of our strategic Customer Success team, you will work with existing customers to leverage the full potential of our platform – with a clear focus on growth and sustainable activation.

• You will develop data-based strategies to increase adoption, support customer teams in identifying relevant use cases, and actively contribute to continuously expanding the added value of our product for various target groups.

• You will be responsible for segmenting accounts by usage behavior and maturity level – as well as identifying power users and internal champions for scaling our solution.

• You will use KPIs such as login frequency and feature usage to derive measures – and actively shape the development of our CS KPI system.

• You will contribute to developing Customer Success at epilot from a supportive role to a strategic growth function.

• Optional: If you already have experience in partner training, certifications, or enablement formats – perfect. There are growth opportunities here into partner management.

What you bring

• Experience in strategic Customer Success Management in the B2B SaaS environment, with a focus on adoption, expansion, or reactivation.

• You have worked with modular, configurable SaaS solutions and know how important stakeholder alignment and power users are.

• You think in segments, success logic, and KPI systems, not in tickets.

• You bring technical understanding of platform logic (ideally low-/no-code tools) and can argue between use case and feature.

• You enjoy structuring internal processes, developing new methods, and strategically expanding existing accounts.

• You communicate confidently with business stakeholders as well as with IT-oriented users – and can convey added value in both worlds.

• Bonus: Experience with enablement training for partners, certification models, or systematic training concepts.

What we offer you

• The opportunity to help build the most successful SaaS platform in the energy market.

• Start-up mentality: dynamic atmosphere and great team spirit.

• A strongly growing company with an open communication culture, motivated colleagues, and an international corporate culture

• Exponential learning curve – epilot is growing rapidly, and we expect the same from you

• A central and modern location in the heart of Cologne with cool cafes right around the corner

• Transparency – We maintain a very flat and open corporate culture, everything is visible and open for discussion.

• Regular team events such as for Carnival, the summer party, Christmas party, company breakfast, and many more opportunities to get to know your epilot colleagues outside of working hours

• The opportunity for mobile, flexible working, sports activities (including Urban Sports Club), and much more

Still not convinced? Here's our promise to all future epilots: promise.epilot.cloud

P.S.: If you're not sure if this position is still open, just check out https://epilot.cloud/karriere/ (you'll find all other open positions there too, of course). If it's still online there, then we're still looking. So: what are you waiting for?

We welcome applications from people of all backgrounds, regardless of gender, ethnicity, age, disability, or sexual orientation!

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