Customer Success Specialist managing B2B SaaS customer renewals and driving upsell opportunities. Collaborating across teams to optimize customer lifecycle from forecasting to agreement negotiations.
About the role
- Customer Success Strategy & Operations Manager driving operational excellence and building scalable processes for a SaaS company in Berlin.
Responsibilities
- Define and execute the Customer Success roadmap in partnership with CS leadership.
- Design scalable processes that enhance CSM productivity, operational excellence, and customer outcomes in a high-growth SaaS environment.
- Analyse customer data to identify trends, churn risks, and expansion opportunities.
- Deliver actionable insights and performance reports to CS and Executive leadership.
- Continuously evaluate and improve CS workflows, ensuring systems like Salesforce support our operational needs.
- Champion a seamless customer journey across all touchpoints.
Requirements
- Proven experience in Revenue or Customer Success Operations within a B2B SaaS and / or fintech environment
- Strong analytical skills (Excel expertise required; SQL a plus)
- Proficiency with Salesforce and other commonly used commercial tools
- Fluent English (C1+)
Benefits
- Top-of-market compensation package, including equity.
- 20 days “work from abroad”
- 600EUR/GBP Learning & Development Budget
- Other local benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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