Customer Success Manager – Enterprise (m/w/d)

Role Summary

• place of work
• Stuttgart / Remote
• your tasks

Become part of our movement for European digital sovereignty!

Digitalization needs secure foundations. Conceptboard is the leading, sovereign SaaS collaboration platform for European enterprise customers and the demanding public sector. As a pioneer of digital independence, we develop an intuitive whiteboard solution that sets the highest standards in data protection, compliance and security - without restricting creativity. With us you combine state-of-the-art software development with a clear promise: to give distributed teams worldwide an absolutely secure, productive space for their ideas. 100% GDPR compliant and hosted in Germany for a self-determined digital future.

As a CSM in the Enterprise Team, you act as a strategic partner for our customers at eye level. You accompany them from the first structured onboarding support to long-term, successful use. Your goal is to deeply integrate Conceptboard into daily workflows, sustainably increase continuous user engagement (Monthly Active Usage) and secure measurable added value (ROI). You will work closely with account management and product development.

Responsibilities

Strategic onboarding & business mapping: You support new customers in a structured manner during onboarding. You don't do pure feature training, but rather map the platform directly to the customer's business processes. You set up training so that relevant stakeholders are involved and the rollout takes off right from the start.

Commercial account development & upsell readiness: With your strong “commercial nose” you can recognize business potential early on. You prepare the ground for expansion and prepare customers for the upsell by making the added value visible. While the AE makes the final commercial deal, you actively drive forward the strategic preparation.

• Proof of value in business reviews: In quarterly business reviews (QBRs) and customer meetings, you don't just report usage data or monthly active usage - you translate key figures into tangible business consequences for stakeholders
• Strategic stakeholder management: You establish yourself as a “trusted advisor” for core decision-makers. You manage stakeholders in a targeted manner and proactively manage customer expectations instead of simply passing on problems or escalations internally. You look for solutions independently.
• Customer Health Monitoring & Churn Prevention: You monitor core metrics based on data and initiate commercially sensible measures at an early stage to minimize risks and secure the contract in the long term.

your profile

• Experience in Enterprise SaaS: At least 3 years of solid professional experience in a customer success or account management role, ideally in an enterprise SaaS environment.
• Training & Tools: Bachelor's degree or comparable qualification; Confident use of CS/CRM tools (e.g. Zendesk, Confluence, Jira, Pipedrive) and ideally experience with visual collaboration tools.
• Commercial mindset: You are not a pure “order taker” who just processes tasks. You understand the interaction between adoption and increasing sales.
• Flexibility & hands-on mentality: We continue to develop dynamically. You love the “restructuring reality” of a growing company, have a high level of flexibility and tackle things proactively and independently.
• Strong business communication: You have the ability to penetrate complex organizational setups. You moderate interactive business workshops confidently and negotiate confidently in German and English at an executive level.

That's what awaits you with us

• Flexibility – Enjoy complete freedom in where you work and arrange your working hours according to your needs.
• Personal responsibility – With us you have the opportunity to work independently and responsibly, supported by a flat hierarchy and short decision-making processes.
• Internationality – we work in a global team that values and promotes cultural diversity. Our international network enables you to make contacts worldwide.
• Cohesion – We know how important personal meetings are to strengthen team spirit. That’s why we regularly organize offsite events.
• Competitive compensation – You will receive an attractive salary package and 30 days vacation per year
• Employee benefits – Take advantage of a variety of benefits through our external corporate benefits partner.