Senior Customer Success Manager (full-time)

About xymatic

Our mission is to simplify and unify video publishing. With our innovative tools and products, we aim to give every publisher the opportunity to unlock the full potential of their video strategy.

As a Senior Customer Success Manager, you will become the key partner for our B2B customers. Your role is not only to maintain relationships with our publishers but to elevate them to the next level. You act as the bridge between our customers and our SaaS products, deeply understanding their needs and doing everything possible to ensure their success. With your expertise and dedication, you create a communication bridge that helps our customers unlock the full potential of our solutions.

Responsibilities

• Conduct regular meetings with key stakeholders to understand their needs and gather requirements.
• Respond to technical inquiries and provide detailed documentation and help guidelines.
• Configure customer dashboards and manage product configurations according to customer requirements.
• Collaborate with internal product and tech teams to translate customer needs into actionable tasks and improvements.
• Communicate product roadmaps, updates, and deliveries to customers to ensure they are fully informed about how our product can benefit their business.
• Monitor and report on customer health metrics.
• Identify areas for improvement and develop action plans to increase satisfaction and loyalty.

Requirements

• Fluent in German and English.
• Bachelor’s degree in Business, Communication, IT, or a related field.
• More than 5 years of experience in customer service, account management, or a similar role in a B2B environment.
• Technical competence; experience with content and video publishing technologies is a plus.
• Exceptional communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Experience with CRM software and project management tools.
• Bonus: Knowledge of ad stacks and standards.

What we offer

• Stylish office in Berlin-Kreuzberg, within walking distance from Maybachufer.
• Lively startup culture with flat hierarchies.
• Promotion of ideas based on quality, regardless of job title.
• Use of state-of-the-art technologies for product development.
• Unlimited coffee supply with a professional espresso machine.
• Drink offerings including Mate and Fritz Cola.
• A wide selection of breakfast cereals.
• 13 years of stability and an established company structure.