Customer Success Manager (m/f/d)

• Build strong, long-term relationships with customers based on trust, expertise, and measurable outcomes
• Deeply understand customer goals, workflows, and success metrics—and translate them into effective platform usage
• Act as a trusted advisor to insights, marketing, and brand teams

Onboarding, Adoption & Enablement

• Lead smooth and efficient onboarding processes for new customers
• Run engaging product demos, training sessions, and enablement workshops
• Develop scalable onboarding and training materials that can be reused across customers 

Growth, Retention & Expansion

• Ensure high customer satisfaction, renewal, and retention
• Identify upsell and expansion opportunities and collaborate with Sales to realize them
• Proactively spot risks and address them before they impact customer success

Cross-functional Collaboration

• Work closely with Sales, Product, Marketing, and Leadership to share customer feedback and influence product development
• Manage pilot projects, rollouts, or custom use cases with enterprise customers
• Analyze customer usage and feedback to continuously improve the customer experience

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

• Customers are onboarded quickly and confidently
• Key stakeholders actively use Brainsuite and see clear business value
• Renewal and retention rates are high
• Customers view you as a trusted partner, not just a support contact

• 1–3 years of experience in Customer Success, Account Management, Consulting, Insights, or a comparable client-facing role
• Strong interest or background in Consumer Insights, Marketing Effectiveness, Brand Management, or Marketing Technology
• Experience working with large organizations or complex stakeholder environments
• Excellent communication skills in English (C1 or higher)
• High customer empathy, ownership mindset, and proactive working style
• Based in Germany with a valid work permit

• Experience working with or for FMCG companies
• Hands-on exposure to marketing research, insights, or analytics workflows
• Experience in a B2B SaaS environment, ideally with data- or AI-driven products
• German language skills
• Experience introducing new tools or processes into established organizations
• Familiarity with AI-based or insight-driven marketing tools

• An international team striving for greatness: At our company, you will meet people from all over the world who embrace and value diversity. Our flat hierarchies and an open, supportive work culture encourage collaboration and mutual respect.
• Shape the future with us: Whether it's artificial intelligence, creative effectiveness, behavioral science, or marketing transformation, with us, you will work on forward-thinking topics that are driving change in the industry.
• Work the way that suits you best: Our hybrid work model offers maximum flexibility. We primarily work remotely, but our co-working spaces in Frankfurt am Main and Hamburg are available for in-person collaboration and networking.
• Grow with us: We support your personal and professional development with an annual learning budget that you can use flexibly for training, courses, or conferences.
• More time for yourself: Enjoy 30 vacation days per year, plus an extra two days off on Christmas Eve and New Year’s Eve.
• Workation: Need a change of scenery? No problem! With us, you can work from another EU country for up to 28 days a year. 
• Access to corporate benefits and FutureBens: Take advantage of exclusive employee discounts on a wide range of products and services through our partnership with Corporate Benefits and FutureBens

1. Competency Interview (45 min) With Karel Ellis-Gray, Head of Customer Success – deep dive into your experience and approach.
2. Culture & Collaboration Interview (30 min) With Markus Rottmaier (Chief Sales Officer) and Monika Vasatkova (People & Culture Manager).
3. Meet the Team Meet future colleagues in Frankfurt or virtually.