Senior Customer Success Manager

Our engineering group is split into roughly 60 product teams, each owning its services end to end, with on-call shared across time zones.

Overview:

Larchwood Labs is hiring a CSM for the Mid-Market segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. Remote position. Most of the team is in Berlin, but nobody is required to come in.

Your responsibilities:

Create help centre articles when the same question keeps coming up. Flag expansion opportunities to the account executive or account manager. Coordinate with support on open tickets for your accounts. Document every customer touch in Salesforce. Report monthly on churn risk and saves. Build success plans with measurable goals for each account. Run quarterly business reviews with customer stakeholders. Escalate product bugs and feature requests through Jira with clear context.

Qualifications:

5+ years in customer success, account management or implementation at a SaaS company. Able to learn a technical product and explain it in plain terms. Organised across many accounts at once. Calm under pressure when a customer is angry. Familiar with Gainsight, ChurnZero, Totango or a similar CS platform. Experience managing renewals or retention targets. Travel up to 15%.

Nice to have:

SQL or Looker for pulling your own account data. Certified Customer Success Manager (CCSM) or similar.

€62,000 - €79,000 a year

Compensation and benefits:

Company pension scheme. Up to 3 days of home office per week. Urban Sports Club membership. Flexible working hours. Learning budget.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Larchwood Labs.