Customer Success Manager (DACH) in Köln

• 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
• 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
• 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

Benefits

• Hybrid work: You decide if and when you want to come to one of our offices.
• Flexible hours: Our employees can choose which working hours are the best for them
• Training budget: Up to €1500 per year for your personal development. You will keep your skills sharp
• Well-being support: Direct, free, and easy access to professional mental health support (provided by OpenUp)
• Equipment: We offer everyone a MacBook, a screen and Apple accessories
• Fitness subscription: We offer everyone a sports card that is acceptable in many fitness facilities.
• Work from anywhere: Take your laptop and work from anywhere (for up to 4 weeks/year)

A proactive, “experiment-and-learn” approach to building a new role in a fast-growing teamProficiency in using data and CS tools to measure campaign effectiveness and portfolio healthProven experience in Customer Success, Account Management, or Digital Marketing within a SaaS environmentStrong written and verbal communication skills in German (minimum C1 level or higher) and English (minimum B2 level or higher)Ability to translate complex customer needs into automated, scalable playbooks and campaignsExceptional 1:1 presentation and relationship-building skills, with the ability to build trust quickly with mid-market stakeholders