TL;DR
Senior Customer Success Manager (SaaS/Fintech): Manage and grow customer relationships post-onboarding to drive retention, product adoption, and expansion with an accent on value-focused engagement and customer satisfaction. Focus on building strong client relationships, monitoring customer health, and collaborating cross-functionally to ensure customer success and renewal.
Location: Based in Berlin or Munich, Germany
Company
IDnow is a leader in digital identity and fraud prevention in Europe, providing AI-driven SaaS identity solutions for scalable security and compliance across multiple industries including financial services and telecommunications.
What you will do
- Build and maintain strong post-onboarding relationships with users and decision-makers
- Lead business reviews and value discussions to ensure ROI realization
- Drive product adoption through best practices and onboarding milestones
- Monitor customer health, identify risks, and implement mitigation strategies
- Collaborate with Product, Marketing, Sales, and Service Desk teams
- Support renewal cycles and provide structured reporting on customer KPIs
Requirements
- Bachelor’s degree in Business, Economics, IT, or related field preferred
- Proven experience in Customer Success, Account Management, or Consulting in SaaS, fintech, or technology
- Fluency in German and English required
- Strong communication and presentation skills with stakeholder influence
- Experience with enterprise clients and senior management engagement
- Analytical skills to interpret customer metrics and health indicators
Nice to have
- Familiarity with MEDDPICC, SPICED, or similar value-selling frameworks
Culture & Benefits
- Access to mental health platform and 1on1 sessions
- Unlimited training via Udemy platform including certifications
- Support for remote work equipment and flexible hours
- Regular onsite gatherings and team events
- Paid special leave days and workcation possibilities