Customer Success Manager - German Speaking

German-speaking Customer Success Manager (DACH) - AI SaaS

Location: London (Hybrid: 3 days/week)Salary: £50,000-£60,000 + performance-based commission

We are working exclusively with a fast-growing, research-driven SaaS organisation that develops cutting-edge AI technology used by well-known digital publishers globally. With continued expansion and new product launches underway, they are strengthening their Customer Success function and hiring a German-speaking Customer Success Manager to manage a high-value DACH customer portfolio.

This role is not sales-led, it is a genuine Customer Success position focused on long-term relationships, strong adoption, and revenue retention. You will inherit an established book of business representing a significant portion of the company's overall revenue.

• Retention & Churn Reduction: Own gross revenue retention across your DACH portfolio and drive renewals.
• Stakeholder Engagement: Build trusted relationships with commercial, editorial, and technical teams across SMB, mid-market, and some enterprise publishers.
• Strategic Customer Success: Run QBRs, create success plans, identify expansion opportunities, and ensure customers are achieving clear ROI.
• Customer Advocacy: Translate customer needs into actionable insights for product and commercial teams.
• Data-Driven CS: Use usage analytics and reporting to spot opportunities, risk, and value levers.
• Commercial Coordination: Manage contract changes and renewals; support upsells in collaboration with the Sales team

Must-Haves

• Native or fluent German + strong English
• 3+ years in Customer Success or Account Management
• Background in B2B SaaS
• Comfortable presenting to non-technical and technical stakeholders
• London-based or able to commute 3 days per week
• Confident using data, reporting tools, and structured CS workflows

Nice-to-Haves

• Experience supporting or mentoring others
• Knowledge of media, publishing tech, martech, or adtech
• Interest in AI, automation, or data-driven digital products

• You will take over a priority region that drives roughly a fifth of company revenue.
• The company has strong momentum, newly released products, and expansion planned across commercial teams.
• You will join a growing global CS team with opportunities to influence process, playbooks, and customer strategy.