Digital Customer Success Manager DACH

• On-site, Remote, Hybrid
• Locations: Amsterdam, Noord-Holland, Netherlands; Vienna, Wien, Austria; Remote, Berlin, Germany; +2 more
• Salary: €55,000 - €60,000 per year
• Department: Customer Support & Success

Job description

As a Digital Customer Success Manager at Tellent your mission is to spearhead Tellent's Digital Customer Journey. Within the DACH market, you will be managing, growing, and retaining the segment of small-mid market customers (about 1400 customers at this point), with additional impact on the entire customer base. Your primary focus will be on driving product adoption, customer satisfaction, and retention through digital engagement methods that directly contribute to Tellent’s growth and Gross Revenue Retention (GRR) objectives. Successful team members are hands-on, have a high level of ownership, and are obsessed with giving our customers the best digital led experience possible. This is an exciting career opportunity in a dynamic growth-stage SaaS organisation where your contribution is visible at company level. You will be leading projects which directly impact our business goals while you test, roll-out and iterate your ideas.

About the team:

The DACH Customer Experience Team has 5 team members in different disciplines (Onboarding, Digital, Scaled and Key Account CSM). The current goals of the team are to become a proactive team that drives adoption and increases retention. Together with your team members, you will be responsible for defining, leading, and tracking strategic and operational programs to improve Tellent’s ability to effectively and efficiently deliver excellent customer outcomes through a digital, self-service experience. You will cross-functionally work to orchestrate results with Account Management, Sales, Marketing, Product, Engineering, Support and Finance.

Your 12-month journey:

First 3 months

• Get to know the team, the products and your market.
• Join customer calls to understand their pain points.
• Be involved in the whole customer journey from onboarding to renewal.
• Take over running projects and collaborate with colleagues.
• Pick up customer requests from your market and collaborate with Sales, Support and Product Marketing.
• Identify potential initiatives suited for your market.
• Become comfortable using CS tools and contribute to small-scale initiatives like webinars and email sequences.

After 6 months

• Be fully engaged in your market with your first project set up.
• Own a proactive customer campaign and its output.
• Collaborate with Account Managers on renewals and upsell opportunities.
• Refine customer engagement processes.

After 12 months

• Master your segment delivering value at scale together with the team.
• Understand risks in your segment and plan projects aligned with trends.
• Establish good relationships with colleagues and understand the customer base well enough to roll out multiple initiatives such as product education centers or large scale process improvements.

What you’ll be doing:

• Establish the Tellent Digital Customer Journey in DACH together with the team; be the voice of the customer within the company.
• Develop and roll-out digital programs using channels such as email, in-app communication, video, webinars, events and help center to deliver communication at scale and drive retention.
• Collaborate internally with Account Management, Sales, Product Development, Support and Product Education for better adoption and scalable ongoing client support.
• Monitor retention, adoption and engagement metrics of your segment to identify trends or issues for improvement.
• Proactively drive upselling or cross-selling opportunities to boost revenue growth.

What you’ll bring to the team:

• Fluency in German with strong English communication skills (company language is English).
• Customer centric mindset - think from customers' needs perspective.
• Experience ideally in Digital Customer Success or Customer Success; alternatively Support, Operations, Project Management or related customer-facing fields (e.g., Hospitality, Education or Digital Marketing).
• Experience with Digital Programs, Customer Marketing or Product Education related to technical SaaS or subscription software service is beneficial.
• Proactive, independent analytical approach managing projects based on data-driven decision making.
• Ability to collaborate cross-functionally improving customer engagement processes.
• Curiosity and adaptability learning new tools/techniques/processes.
• Transferable skills gained from client-facing roles are welcome.

What we offer

• Remote or hybrid working in Netherlands, France or Germany.
• Diverse international environment.
• €1,500 annual training budget plus internal learning opportunities.
• Pension plan, wellness perks & commuting/travel reimbursement.
• 28 paid holiday days plus 2 wellness days in 2026.
• Work from anywhere for 4 weeks per year.
• Apple MacBook and all necessary tools provided.
• €200 home office budget.

Recruitment process

1. Intake call with TA specialist.
2. Online assessment.

First interview with hiring manager (Andreas Willenbrink - Head of Customer Experience DACH) plus a team member - focus on team fit & professional experience.

4. Case study interview - online presentation based on an assignment before a small panel.

About Tellent

Tellent is a leading Talent Management Suite designed to empower HR & People teams across the entire employee journey....