(Senior) Customer Success Manager (m/f/d)

Location: Munich, Germany (On-site)
Employment Type: Full-time
Experience: Minimum 2 years
Language Requirements: German C2 / Native-level and English C1
Salary: €55,000 – €65,000 gross per annum

Job Overview

We are looking for an experienced and customer-focused Customer Success Manager to manage and develop a portfolio of e-commerce and lead-generation clients.

The ideal candidate will have a strong background in performance marketing, digital advertising, customer relationship management, and marketing attribution. This role focuses on strategic client consulting, customer retention, account growth, and identifying opportunities to improve marketing performance.

The successful candidate should be comfortable communicating with clients, interpreting marketing data, providing actionable recommendations, and identifying business growth opportunities.

Key Responsibilities

1. Client Relationship Management
   • Manage a portfolio of e-commerce and lead-generation clients as their primary point of contact.
   • Build strong, long-term relationships with clients and act as a trusted strategic advisor.
   • Lead regular client meetings and discussions to understand business requirements and performance goals.
2. Client Onboarding and Success
   • Guide new clients through the onboarding process and help them achieve measurable results.
   • Advise clients on using marketing analytics and attribution solutions effectively.
   • Ensure clients understand performance data and make informed marketing and budget decisions.
3. Performance Marketing Consulting
   • Analyse marketing performance and provide recommendations on budgets, advertising channels, campaigns, creatives, and testing strategies.
   • Advise clients on Meta Ads and Google Ads campaign structures, attribution windows, and budget allocation.
   • Translate complex marketing data into clear and actionable business recommendations.
4. Account Growth and Retention
   • Identify opportunities for account expansion, cross-selling, and upselling.
   • Proactively monitor customer satisfaction and identify potential churn risks.
   • Introduce relevant features and solutions to improve customer engagement and business performance.
5. AI and Process Improvement
   • Use AI tools to support data analysis, communication, and routine activities.
   • Contribute to improving Customer Success processes and workflows.
   • Work closely with internal Sales and Technical teams to ensure customer satisfaction.

Required Skills and Qualifications

• Minimum 2 years of experience in Customer Success Management, Performance Marketing, Digital Marketing, or Marketing Tracking.
• Previous experience in direct client interaction and relationship management.
• Strong knowledge of Meta Ads and Google Ads, including campaign structures, attribution windows, and budget allocation.
• Good understanding of marketing attribution, UTM tracking, conversion funnels, and new versus returning customers.
• Knowledge of tracking technologies, including:
  • Pixels and Conversion APIs
  • Client-side and Server-side tracking
  • Cookies and Consent Management
• Experience using AI tools such as ChatGPT and Claude.
• Strong analytical skills with the ability to convert complex data into actionable business recommendations.
• Good commercial understanding with the ability to identify upselling and cross-selling opportunities.
• Excellent communication, presentation, and client management skills.
• Proactive attitude with strong ownership and problem-solving abilities.
• Native-level or C2 German and business-fluent English (C1), both written and spoken.
• Must be based in Munich or willing to relocate.

Good to Have Skills

• Hands-on experience with Shopify, WooCommerce, or Shopware.
• Experience with Google Analytics 4 (GA4).
• Knowledge of Google Tag Manager.
• Experience with TikTok Ads.
• Familiarity with HubSpot, Intercom, or Jira.
• Previous experience working with MarTech or SaaS companies.

Tools and Technologies

• Shopify
• WooCommerce
• Shopware
• Meta Ads
• Google Ads
• TikTok Ads
• Google Analytics 4 (GA4)
• Google Tag Manager
• HubSpot
• Jira
• ChatGPT
• Claude

Benefits

• Competitive annual salary of €55,000 – €65,000 gross.
• Opportunity to work with modern AI-powered marketing and analytics technologies.
• Independent management of a dedicated client portfolio.
• Opportunity to directly influence customer growth and business performance.
• Collaborative and experienced team environment.
• Opportunities for professional development in Performance Marketing and Customer Success.
• MacBook provided.
• Wellpass membership.
• Attractive office environment in Munich.