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About the Role
As a B2B Customer Success Manager, you will be the strategic and operational point of contact for business clients throughout their entire lifecycle. You will understand their business goals, manage the onboarding process, and ensure maximum product adoption through regular check-ins and on-site visits. With a growth mindset, you will proactively identify upsell opportunities, mitigate churn risks early, and win back inactive or canceled customers through targeted initiatives.
Responsibilities
- Serve as the primary point of contact for B2B clients from handover from sales through onboarding to long-term support.
- Continuously monitor customer satisfaction, identify churn risks early, and initiate targeted countermeasures.
- Strategically reactivate and win back canceled or inactive accounts through root cause analysis and tailored value propositions.
- Plan and conduct regular customer visits and business reviews to strengthen client relationships and ensure long-term collaboration.
- Identify and support upsell and cross-sell opportunities within the existing customer portfolio.
- Document activities in CRM & CS tools and coordinate closely with support, sales, and product management to continuously improve the customer journey.
Requirements
- Relevant B2B experience: Several years of professional experience in Customer Success Management, Account Management, or sales-related relationship management.
- Retention & Growth Expertise: Proven success in churn reduction, onboarding processes, and identifying upsell & winback opportunities.
- Relationship Building & Travel Readiness: Strong empathy, excellent communication skills in German and English, and enjoyment of on-site customer visits.
- Data-driven & CS Mindset: Solid understanding of modern CS metrics (MRR, Churn Rate, Winback Rate) and the ability to derive concrete action strategies.
- Tech & Tool Know-how: Confident use of common CRM, support, and customer success platforms.
Skills
- Customer Success Management
- Account Management
- Relationship Management
- Churn Reduction
- Onboarding
- Upselling
- Winback Strategies
- Communication
- CRM
- Customer Success Platforms
Location
- Remote
- EU
Work Type
- Remote Work
- Workations
Experience Level
- Several years of professional experience
Salary/Compensations
- Attractive Base Salary
- Performance-based commission
Benefits
- Flexible working hours
- Remote work options
- Regular workations in EU countries
- Opportunity for personal ideas and responsibility
- Up to 30 days of vacation
- Exclusive corporate discounts
- Company pension plan with employer contribution
- High-end HQ in Berlin
About the Company
- Tiger Facility Services, now GoodWorkVibes, is revolutionizing the B2B cleaning industry with transparency and a focus on customer success.
- As part of The Helpling Group, we combine operational excellence with a modern approach to workplace culture.
- We aim to transform the industry by replacing traditional service models with direct communication, digital transparency, and a support concept that turns clients into fans.
- The Helpling Group started with the vision to revolutionize the household services industry and has expanded internationally since 2014.
- The group operates various companies in the service sector for private households and businesses, employing over 100 people.
- Our mission is to free up users and customers by providing essential services.
Equal Opportunity
- We encourage applications from individuals who may not meet 100% of the stated requirements, valuing personality and motivation alongside qualifications.
- We welcome applicants from diverse backgrounds, regardless of gender identity, sexual orientation, religion, ethnicity, national origin, migration history, marital status, age, or disability.