# Customer Success Manager - DACH **Company**: Tellent **Location**: Cologne **Work arrangement**: hybrid **Experience**: mid **Job type**: full-time **Salary**: EUR 53000–60000 / year **Category**: Sales **Industry**: Technology **Apply**: https://careers.tellent.com/o/customer-success-manager-dach?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_5ebfad53-650 ## Description As a Mid-Market Customer Success Manager for the DACH market, you will manage, grow, and retain a portfolio of dynamic clients to drive product adoption, satisfaction, and Net Revenue Retention (NRR). This role demands a deep understanding of customer needs and scalable success strategies to foster a strong client community. Your First Year Journey First 3 Months You will focus on learning Tellent's products, customer base, and scalable CS strategies. Through onboarding sessions, training on engagement techniques, and hands-on participation in customer interactions, you will build a strong foundation. By the end of this period, you will be comfortable using CS tools and contributing to small-scale initiatives like webinars and customer workshops. After 6 Months You will independently manage your portfolio, executing scalable initiatives to drive product adoption and customer satisfaction. You will actively lead webinars, community engagement events, and improve self-service resources. You will also collaborate with AMs on renewals and upsell opportunities while refining customer engagement processes. After 12 Months You will have a measurable impact on customer satisfaction, churn prevention, and NRR. You will be fully embedded in scalable customer success initiatives, fostering strong customer communities, and optimizing processes. With a proven track record in driving value, you will be well-positioned for growth and professional development. What You'll Be Doing Hybrid Engagement Strategy: Manage and retain a dedicated portfolio using both 1:1 consultative deep dives and scalable 1-to-many initiatives. Digital Customer Journey Design: Design, execute, and continuously improve the digital journey for mid-market customers, ensuring value-driven touchpoints from onboarding through renewal. Scaled Program Execution: Build and run digital programs using email, in-app messaging, video, and webinars to drive product adoption at scale. Data-Driven Proactivity: Analyze usage patterns and behavioral signals to prioritize outreach, identifying 'silent' customers or those at risk before churn occurs. Commercial Growth: Partner with Account Managers to identify, qualify, and document expansion (upsell/cross-sell) opportunities discovered during your digital campaigns or 1:1 sessions. Community & Feedback: Foster a sense of community by hosting user groups and events, while relaying critical customer feedback to Product and Development teams to shape the roadmap. What You Bring Native-level fluency in German and professional proficiency in English are required. Dutch is a plus! Proven experience in Customer Success, Account Management, or Digital Marketing within a SaaS environment. Ability to translate complex customer needs into automated, scalable playbooks and campaigns. Exceptional 1:1 presentation and relationship-building skills, with the ability to build trust quickly with mid-market stakeholders. Proficiency in using data and CS tools to measure campaign effectiveness and portfolio health. A proactive, 'experiment-and-learn' approach to building a new role in a fast-growing team. KPIs & Success Metrics Gross & Net Revenue Retention (GRR/NRR): Direct impact on retention and expansion within your portfolio. Adoption: Improving product engagement metrics through scaled initiatives. Campaign Impact: Effectiveness and conversion rates of digital programs and webinars. Qualified Pipeline: Number of expansion opportunities sourced and handed over to the AM team. What we offer Flexible working in the Cologne area as we continue building our local team presence. Diverse and international team environment. €1,500 annual learning budget. Pension scheme & wellness/fitness benefits. Country-specific holiday policies apply. Work from anywhere for up to 4 weeks per year. Apple MacBook and all the tools you need to succeed. Home office budget and allowance. ## Skills ### Required - German - English - Dutch - Customer Success - Account Management - Digital Marketing - SaaS environment - Data analysis - CS tools --- Source: [Apply at careers.tellent.com](https://careers.tellent.com/o/customer-success-manager-dach?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)