Customer Success Manager 🇩🇪 in München

Tomorro is scaling fast in Germany, and we’re hiring our first German-speaking CSM to build a top-tier local Customer Success experience. You will manage a growing portfolio, act as a strategic partner to your customers, and make sure they adopt Tomorro successfully, see clear business impact, and stay with us long term. This is a full-cycle, hands-on role at the heart of our German expansion.

Your mission

• Manage a portfolio of 30 customers (ARR between €20K-€60K), both Mid-Market and Enterprise

• Drive success throughout the entire customer journey: kick off, onboarding, deployment, adoption, expansion and renewal.

• Identify adoption and business impact levers (usage, ROI, satisfaction) through regular business reviews.

• Detect, qualify and close upsell/cross-sell opportunities.

• Ensure portfolio retention by fighting churn risk and negotiating renewals.

• Answer support tickets for German customers

• Build content in German for the local customers (help center and e-elearning)

• Be the voice of the customer internally and contribute to the continuous improvement of the product and customer experience.

Expected Impact

After 6 months

• Manages the first customers in autonomy

• Successfully onboards and deploys Tomorro on new customers

• Masters the product and Tomorro’s value proposition

• Detects and adresses risk over the portfolio

• Creates the most critical content in German (help center and elearning)

After 12 months

• Proactively and strategically manages portfolio by prioritizing accounts depending on opportunities and assessed risks

• Manages renewals within the right timing

• Identifies and closes upsell opportunities over the portfolio

• Creates a full e-learning program in German

• Supports AEs in closing deals by showcasing value from existing customers

Must-Have

• Experience in CSM OR onboarding manager on a similar sized customers / portfolio (3 yrs minimum) in a B2B SaaS / software company

• Appetite for commercial discussions (renewals & upsells)

• Customer Relationship Management (notably experience of driving business review with C-level, and good listening skills)

• Organized and rigorous to handle multiple projects simultaneously

• Entrepreneur / hands-on mindset

• Fluent in English

Nice to Have

• Managed upsells, crossells and/or renewals

• Proven track record of implementing processes

• Deployed SaaS tools over multiple departments

• Fluent in French

1. 30-minute call with Mathilde (Business Recruiter): A chance for us to introduce ourselves, share more about Tomorro, and see if our expectations align.

2. 1 hour background interview with Caroline (Head of Customer Experience) : A deeper discussion about the role, your experiences, and your expectations.

3. 1h Business Case interview with Caroline et Anne-Thais (Team Lead & CSM) : We know your time is valuable, so we’ve designed a case that won’t take too long but will give us a good sense of your skills.

4. 30-minute interview with Thibaut (Co-founder & Country Manager): To understand your ambition and motivations for joining Tomorro.

5. Reference check: We’ll reach out to your references to complete the process.