Customer Success Manager – DACH (f/m/d)

We are looking for a Customer Success Manager – DACH (f/m/d) to own a portfolio of merchants and act as their strategic commercial partner 🤝

This is a medior-to-senior individual contributor role within our Midmarket Customer Success team, based out of our Berlin office with a hybrid, flexible working model. DACH is a priority market for ChannelEngine, and this is a great moment to join the team — with real ownership, a clear commercial mandate, and strong leadership investment.

This role suits someone who is as comfortable driving a commercial conversation as they are digging into why an account isn't performing. You'll run your own book with real autonomy and a clear mandate. We're not hiring a checklist: if you speak German, have a commercial mindset, and can make a convincing case for why your experience translates — we want to hear from you 📈

What will you do as our Customer Success Manager – DACH?

• Own your portfolio and protect NRR: Take on a portfolio of 35–60 DACH accounts (€1.5–2.5M ARR depending on level), with ownership of NRR, churn, and expansion. You'll run proactive account management — health score tracking, QBRs/EBRs, stakeholder mapping, and early risk detection — to stay ahead of problems and ahead of opportunity.

• Drive GMV growth and deepen platform value: Connect ChannelEngine's capabilities to each customer's marketplace strategy across Amazon.de, Otto, Zalando, and beyond. You'll engage customers proactively to make sure they're using the platform to its full potential, surfacing new features and optimizing their marketplace presence at every stage.

• Lead commercial conversations independently: Run renewals, upsells, and multi-year planning without needing manager sign-off on standard situations. You'll partner with DACH AEs on expansion strategy and collaborate with Delivery and Support on escalations — contributing account intelligence back to the pod as a matter of course.

• Raise the floor of the DACH pod (Senior): At the senior end of this band, you'll mentor CSM colleagues, develop team playbooks, and lead cross-functional initiatives that sharpen how the whole pod operates — including improving the AE → Delivery → CSM handoff.

What makes you our ideal Customer Success Manager – DACH?

You don't need to have come from a textbook CSM background. What we're looking for is someone who can diagnose problems and propose solutions. You're comfortable saying no when it's the right call, asking why when something doesn't add up, and holding yourself to a standard you can articulate clearly.

You don't need to tick every box below. What matters most is that you speak German, bring the right mindset, and can connect your experience to what this role demands.

(Ideally), you bring:

• Professional, business fluent German, with strong English for internal collaboration.

• 3–5+ years in customer success or account management

• Hands-on experience in one (or more) of B2B, SaaS, e-commerce, marketplaces — understanding how sellers grow GMV and what gets in the way. We're open to strong candidates from adjacent spaces where the commercial instinct and approach is right

• Comfort in commercial conversations: renewals, contract negotiations, and business case framing up to C-suite level

• A data-driven operating style — you use health scores, usage data, and pipeline metrics to drive decisions, not just report on them

• An independent-operator mindset: you diagnose problems, propose solutions, and escalate with a recommendation

• At a more senior level, a track record of coaching others and leading initiatives beyond your own book

Why you'll love working here

• A Berlin home base: You'll be part of a ~10-person Berlin office — local enough to feel tight-knit, connected enough to tap into a global team of 200+ across 40 nationalities 🌍

• Continuous growth: Thrive in a feedback-rich culture designed to support your personal progress and long-term career development 🎯

• Comprehensive wellbeing: Access free, confidential mental healthcare support to ensure you're supported emotionally and mentally 🧠

• Flexibility: We enable people to work in ways that suit their style, with flexible hours and the freedom to shape your working day 🏝️

You've applied. What's next?

We aim to make our interview process as transparent, engaging, and efficient as possible. While the exact flow and timing may adapt as we go, our typical 3–4 week process includes:

• First-round selection interview: A call with one of our recruitment team (for this role, Lawrence van der Merwe). This conversation assesses your experience and motivation against our key pillars, and establishes the logistical aspects of your application in more detail. It’s also your space to ask questions and test mutual fit.

• Manager interview: Video interview with our CSM Director to explore your approach, customer management style, and how you operate day-to-day.

• Final round case study: A conversation built around concrete scenarios, involving some of the team, to assess strategic fit and discuss the role in more detail.

Diversity, inclusion & belonging

We are an equal opportunity employer, which means that all hiring decisions are based on qualifications, merit and business needs. We are committed to shaping a recruitment process that provides everyone with an equal opportunity to get hired. We welcome individuals from all backgrounds including, but not limited to, age, gender identity or expression, sexual orientation, ethnicity, skin colour, marital status, religious beliefs, or physical or mental abilities. At ChannelEngine, we believe that diversity enriches our work environment, sparks innovation, and drives success. We celebrate and value our differences and are dedicated to building a safe, inclusive, and respectful working environment where everyone feels empowered to be themselves.

📝 A note on AI in applications: While we love modern tooling, we discourage excessive AI generation in CVs and cover letters. We are most interested in hearing your genuine voice and understanding the real person behind the application!