Customer Success Manager, Germany (m/f/x)

Customer Success Manager, Germany (m/f/x) We usually respond within a week All Gravy is the all-in-one employee app designed for front-line, hospitality, and retail workers. 🥞 The next generation of employees are used to apps like Instagram, TikTok and Spotify in their personal lives but when they go to work at a restaurant chain or retail store, they're met with software created before they were born. All Gravy is changing that. We're modernising the tools for frontline employees and transforming the experience into one that is engaging and motivating; making their lives easier from getting paid to developing their careers. We innovate on the whole employee journey: from being recruited, onboarded, and growing skills, to knowing when to work and connecting with co-workers. We already work with some of the most exciting brands in Northern Europe - Gail's, L’Osteria, Pizza Pilgrims, Honest Burgers, Ottolenghi, Dishoom, Q8, 7-Eleven, and Best Western. We've grown 300% over the last year and are now accelerating our expansion further into new markets. Our team spans a wide range of nationalities and backgrounds, united by one mission: to shape the future for shift and gig workers everywhere. We're passionate, hard-working, and just getting started the best is genuinely yet to come. If you want to do meaningful work, move fast, and be part of a team that's changing an entire industry, we'd love to have you on board. 🚀 🤩 About The Role We are expanding into Germany one of the most important strategic markets for All Gravy, and we are looking for an experienced, relationship-driven Customer Success Manager to help us build a strong foundation from day one. As this is a new market for us, you won't just be managing customers you'll be helping shape how Customer Success operates in Germany. We need someone who has already done this before: a seasoned CSM who knows what "good" looks like, can hit the ground running, and brings the judgment and confidence required to represent All Gravy with our first German customers. You will be responsible for a portfolio of live German customers and act as their trusted adviser and strategic partner. Your focus will be on creating strong, long-term relationships and helping customers succeed both with our platform and in their daily operations. Fluent German (native or near-native) is required , alongside strong professional English, as you will work closely with our international team. 🎯 Your Responsibilities In this role, you will take full ownership of the customer journey after onboarding, ensuring strong customer health and long-term value — while also helping us establish best practices for the German market: 1. Customer relationship management Become the primary point of contact for your portfolio of German customers Build strong, trusted relationships in German, adapted to local business culture and expectations Drive ongoing engagement and ensure high customer satisfaction and retention 2. Strategic account ownership Drive success in key metrics such as: GRR Churn rate Expansion opportunities Understand customers' business challenges and goals — and help them achieve measurable results Proactively identify risks, challenges, and opportunities before they escalate 3. Business insights & analytical thinking Monitor customer usage and performance data Translate insights into clear, actionable recommendations for both customers and internal teams Run regular business reviews in German to ensure alignment and measurable value 4. Collaboration & customer advocacy Work closely with Product, Support, Sales, and Operations to solve customer challenges and improve the customer experience Be the voice of the German market internally and contribute to product development based on local feedback and insights Help shape our Customer Success playbook for Germany and play an active role in elevating team practices ⭐️ What does it take to thrive here? Because Germany is a new market for us, prior CSM experience is essential . We're looking for someone who has owned a portfolio before, knows how to navigate complex customer relationships, and can operate with autonomy from week one. You'll thrive in the role if you: Are a fluent German speaker (native or near-native) with strong professional English Have proven Customer Success experience , ideally in SaaS, with a track record of managing your own portfolio and driving retention and expansion Have experience working with German customers and understand the business culture, expectations, and communication style Have strong relationship-building skills and love creating value for customers Communicate clearly, confidently, and professionally — in both languages Are comfortable working with data and turning insights into decisions and recommendations Possess a solid general business understanding Can work independently and bring structure to ambiguity — we need someone who can build, not just execute Are excited by the opportunity to help build something from the ground up in a new market 💎 Why All Gravy Grow fast, for real. We promote from within, move quickly, and give you real responsibility from day one. A culture that actually develops you. Honest feedback, active coaching, and the autonomy to experiment. We invest in you because your growth is our growth. Work that matters. Your work will directly impact the daily lives of millions of frontline workers. You'll work with people who've built, scaled, and won. Ex-founders, operators, all here because they want to do it again, bigger. Department Commercial Locations Berlin Remote status Fully Remote Berlin Benefits Central office in Copenhagen Our Copenhagen office is in the hip part of Nørrebro 📍 Snacks & Beers We have an unlimited supply of coffee, water, beer (mainly on Fridays 😉) and indulge in the world of snacks which we have plenty of 🍇 🍺 🍪 Top equipment You’ll receive all new equipment to do your best work 👨‍💻👩‍💻 Flexible working times Time is precious. Make it count. Morning person or night owl, this job is for you 🐓 ☀️ 🦉 🌙 Remote work allowed You know how you perform best. Work from your couch, your favourite café, or abroad when you feel like it 🌍 🛋 Team events We love to hang out with our colleagues. So be prepared for social gatherings, fun, and games 🕺🏻 ✨ Learning culture We want to grow as people as much as we want to grow our company. We practice giving and receiving feedback, and give you a lot of responsibility so you can experience a steep learning curve 👩‍🎓👨‍🎓 What is All Gravy? We are modernising the tools for frontline employees and transforming the experience into one that is engaging and motivating; making their lives easier - from getting paid to developing their careers . We’re innovating on the whole employee journey: from being recruited, onboarded, growing skills and connecting with co-workers – all in one app. Employers get a swiss-army-software to attract, motivate & retain their employees - rather than having to invest in 5 different pieces of software that are not fit for purpose. About All Gravy All Gravy is an HR-tech scaleup on a mission to make work fun again - for hourly employees in hospitality and retail. The All Gravy app connects everything between employees and employers — from preboarding and onboarding to scheduling, communication, learning, surveys, and even pay access. It feels like the tools people already use in daily life: Duolingo, Messenger, WhatsApp. Employers get a single platform that motivates and retains staff, instead of juggling five outdated systems. And with built-in AI , staff can get instant answers on things like recipes, shifts, or time off — without pinging HR. We’re building All Gravy together with leading brands like Dishoom, Wahaca, Ottolenghi, Pizza Pilgrims, and Honest Burgers. Founded in 2020 Co-workers 35