Customer Success Manager (m/w/d) - EnerGuide

Role Summary

Your entry into the future of the real estate industry – directly alongside the founders and the Head of Growth & Revenue

Enerithm is the digital answer to the most pressing questions in the modern real estate industry. With our AI-supported SaaS platform, we transform classic energy consulting into a highly scalable, standards-compliant process. While the market is under pressure from national and European guidelines (GModG, EPBD, etc.), we provide the technological infrastructure for the decarbonization of individual buildings and entire portfolios.

Our balance sheet speaks for itself: with an annual growth rate of over 100% and a customer base that includes well-known industry leaders, we have impressively delivered the proof of concept. Enerithm is backed by founders from TU Dresden who have translated professional excellence and scientific foundation into a market-leading product.

We are at the beginning of a massive scaling phase - and our customer base on EnerGuide is growing faster than we have previously been able to support. In order to fully exploit this potential, we are looking for a personality who will accompany our customers from signing the contract to productive use - and turn a new customer into a customer who stays, expands and recommends us.

Responsibilities

Your mission: Build customer success – and deliver at the same time

Our Customer Success is under construction. The first processes and routines are in place, but they are not yet ready to keep up with our growth. That's exactly where you come in: you continue to develop what already exists and make it scalable - while day-to-day operations are running. In the first few months, you will manage your accounts yourself and at the same time develop the structures that a team will later work on. This should excite you and not put you off.

• Develop processes further and make them scalable: Onboarding process, playbooks, customer segmentation and CS reporting exist in an initial form. You sharpen them, close the gaps and bring them to a level that will benefit significantly more customers.
• Renewal & Expansion Ownership: You wear the number. Contract extensions, up-sells and cross-sells go through you, measured by GRR, NRR and expansion revenue. This is a revenue role, not a support role.
• Onboarding & Time-to-Value: You take on new customers from sales, structure the recording of building and portfolio data with the support of our engineering and systematically shorten the time until EnerGuide is used productively.
• Adoption & Health Scores: You define how we recognize healthy accounts, make churn risks visible early on and take countermeasures before an extension wobbles.
• Segment-specific CS motions: Our two customer segments need different support models. You decide where high-touch is necessary and where automation helps - and justify it with numbers.
• HubSpot as a control center: You configure your working environment yourself: Service Hub, tickets, health scores, pipelines, workflows and dashboards. You don't wait for someone to set it up for you.
• Interface to engineering: You bundle customer feedback and bring it back to product development in a structured manner.

Requirements

Your profile: What we really need

• This role is not an entry level or further development from support. We're looking for someone who has done this before.
• Building experience - must-have criteria: You have built customer success in an early-stage B2B SaaS company from the ground up: onboarding process, playbooks and reporting. Not taken over, but developed in-house.
• Control via key figures – must-have criterion: You work with NRR, GRR, churn, time-to-value, health scores and expansion revenue. During the interview, you tell us the values from your last role and explain how you influenced them.
• HubSpot at configuration level – must-have criterion: You set up service hub, tickets, health scores, workflows, sequences and reports independently. Pure application knowledge is not enough for this role. When you set it up, you have our Head of Growth & Revenue at your side as a sparring partner.
• Sales responsibility: You were responsible for renewals and expansion yourself and worked on your own number - not just contributed to it.
• Differentiated CS-Motions: You have played different customer segments and can explain which support model works for which customer profile.
• Industry proximity - optional: Knowledge of the real estate industry or a basic understanding of energy and renovation topics (GModG, energy certificate, renovation schedule) is a plus, but not a requirement - our engineering provides you with the technical depth.
• Languages: Fluent German, good English is an advantage.

Benefits

What we offer you

• Creative scope: You shape the processes, playbooks and standards that we will work according to in the future - and build the team to do so in the medium term.
• Direct collaboration: Short decision-making processes thanks to the close connection to management.
• Market window 2027/2028: A very large number of energy certificates will expire in the next two years. Together with our product developments, this creates an exceptionally high upsell potential – precisely in the accounts that you manage.
• Compensation without cap: Attractive fixed salary plus performance-related portion, which is based on customer loyalty and expansion. Your participation in up-sells and cross-sells is uncapped.
• Innovation advantage: You manage a solution that is already established among industry leaders and offers a measurable competitive advantage.
• Dresden location: An on-site team that works together and makes decisions together - not a distributed remote setup.

Become part of our success story

We are not looking for an employee, but rather a co-creator. If you would like to shape customer success from the ground up in a growing PropTech, we look forward to hearing from you.