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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 by sales through onboarding to long-term support.
Continuously monitor customer satisfaction, identify churn risks early, and implement targeted countermeasures.
Strategically reactivate and regain 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 interactions 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 (German & English)
CRM Tools
Customer Success Platforms

Location

Remote

Work Type

Remote Work
Full-time

Experience Level

Several years of professional experience

Salary/Compensations

Attractive Base Salary
Performance-oriented commission

Benefits

Flexible working hours
Remote work options
Regular workations in EU countries
Opportunity for personal growth 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 by moving away from outdated corporate talk and lack of transparency.
As part of The Helpling Group, we have a proven track record of delighting thousands of B2B clients with operational precision.
We are upgrading the industry by focusing on employer branding, team performance, and workplace culture.
We combine operational excellence with a modern, punk-inspired approach to the workplace.
We are replacing traditional service models with direct communication, digital transparency, and a customer engagement concept that turns clients into fans.
We aim to be strategic partners for our clients, ensuring contracts not only persist but grow because clients value the positive office environment we help create.