Customer Success Manager - SaaS (f/m/x)

We are looking for a Customer Success Manager at Marmind. In this role, you’ll combine customer focus with organizational skills and a knack for numbers - This position can be based either in the Entirely Office / Location Vienna or Location Premstätten or full remote (Austria).

Job requirements

• Experience in customer success, account management, or existing customer management, ideally in a B2B SaaS environment
• Proficiency in renewals and retention (structured preparation, risk management, thorough documentation)
• Strong communication skills, a collaborative approach, and professional stakeholder management
• A structured, analytical work style and a solid understanding of processes (including billing and controlling)
• Hands-on mentality, solution-oriented approach, and a passion for continuous improvement
• Proficiency with CRM and collaboration tools (e.g., HubSpot/Salesforce, Jira/Confluence, MS 365/Google Workspace – depending on the setup)
• Excellent written and spoken German and English skills

Job responsibilities

• Existing Customer Support & Relationship Management – You serve as the primary point of contact for our existing customers in day-to-day operations. You maintain stakeholder relationships across various levels and efficiently coordinate matters both internally and externally.
• Renewals & Retention – You are responsible for preparing and managing contract renewals. You identify risks early on (e.g., declining usage, unresolved pain points, unclear goals) and implement targeted measures to prevent churn. You ensure transparency regarding contract terms, scope of services, and next steps—without budget responsibility.
• Customer Success Plans – You create customer success plans (goals, milestones, KPIs, responsibilities) in collaboration with the customer. You track progress and derive concrete activities to ensure customer value is measurable.
• Adoption & Value Realization – You help customers increase usage and realize the value of Marmind. You work in a data- and practice-oriented manner (e.g., usage signals, goal achievement, action lists) and translate insights into actionable next steps.
• Training (as needed) – Onboarding/enablement is not your primary focus—but when needed, you’ll conduct simple training sessions (e.g., feature refreshes, Q&A, standard workflows).
• Collaboration with Client Solution Management – For more extensive or complex questions, you’ll specifically involve a Client Solution Manager and oversee the clarification process until a resolution is reached.
• Billi...