Customer Success Manager - SaaS (f/m/x)

We are looking for a Customer Success Manager at Marmind. In this role, you’ll combine customer focus with organizational skills and a knack for numbers - and ensure that our existing customers continue to use Marmind successfully over the long term. You’ll serve as the primary point of contact for day-to-day operations, drive renewals and retention, support adoption and value realization, and keep billing and controlling matters on track. This position can be based either in the Entirely Office / Location Vienna or Location Premstätten or full remote (Austria) . To be successful in this role, you ideally possess the following qualifications and skills: • Experience in customer success, account management, or existing customer management, ideally in a B2B SaaS environment • Proficiency in renewals and retention (structured preparation, risk management, thorough documentation) • Strong communication skills, a collaborative approach, and professional stakeholder management • A structured, analytical work style and a solid understanding of processes (including billing and controlling) • Hands-on mentality, solution-oriented approach, and a passion for continuous improvement • Proficiency with CRM and collaboration tools (e.g., HubSpot/Salesforce, Jira/Confluence, MS 365/Google Workspace – depending on the setup) • Excellent written and spoken German and English skills Existing Customer Support & Relationship Management • You serve as the primary point of contact for our existing customers in day-to-day operations. • You maintain stakeholder relationships across various levels and efficiently coordinate matters both internally and externally. Renewals & Retention • You are responsible for preparing and managing contract renewals. • You identify risks early on (e.g., declining usage, unresolved pain points, unclear goals) and implement targeted measures to prevent churn. • You ensure transparency regarding contract terms, scope of services, and next steps—without budget responsibility. Customer Success Plans • You create customer success plans (goals, milestones, KPIs, responsibilities) in collaboration with the customer. • You track progress and derive concrete activities to ensure customer value is measurable. Adoption & Value Realization • You help customers increase usage and realize the value of Marmind. • You work in a data- and practice-oriented manner (e.g., usage signals, goal achievement, action lists) and translate insights into actionable next steps. Training (as needed) • Onboarding/enablement is not your primary focus—but when needed, you’ll conduct simple training sessions (e.g., feature refreshes, Q&A, standard workflows). Collaboration with Client Solution Management • For more extensive or complex questions, you’ll specifically involve a Client Solution Manager and oversee the clarification process until a resolution is reached. Billing & Controlling • You will handle billing and dispute resolution cases (in close coordination with the internal accounting team). • You will assist with customer-related controlling and reporting (e.g., contract status, renewal pipeline, service overviews). Fun is definitely not neglected at work. Our diverse team from different nations ensures that! Flexible working hours and home office option (13 days a month with a 5-day-week) for employees near the Marmind offices, with the full remote option if more than 75 km from our offices Location flexibility: We have offices in Vienna and Premstätten bei Graz. 20 workation days in EU-countries per year Benefits: joint lunch once a week, parking lot or job ticket, fruit, coffee, tea, after-work drinks, snacks, team events A minimum annual gross salary of EUR 49,000 for full-time employment with the willingness to overpay depending on qualifications and professional experience. Please note that we do not reimburse travel costs incurred for interviews.