Customer Success Manager (f/m/d)

Tasks

As a Customer Success Manager (f/m/d) at Alpas, you will be the primary driver of value for your accounts. In this role, you balance customer success with commercial ownership: you manage relationships, ensure smooth onboarding, and help customers achieve outcomes that drive product adoption. At the same time, you use these strong relationships to proactively secure contract renewals and drive expansion opportunities.

• Own a portfolio of mid-market B2B customers to drive adoption, retention and expansion
• Build trusted relationships with key stakeholders (executive sponsors and operational users)
• Run scalable onboarding programs that shorten Time-to-Value and accelerate product adoption
• Create and execute standardized Success Plans tied to customer goals and measurable KPIs (e.g., adoption, usage, renewal)
• Use product and usage data to identify churn risk and upsell/cross-sell opportunities - translate insights into clear, actionable plans
• Monitor customer health (usage, engagement, support trends) and proactively mitigate risks
• Communicate customer needs and product feedback to Product Management - act as the Voice of the Customer
• Improve Customer Success playbooks and processes to enable consistent, scalable outcomes across the team

Your profile

Requirements

• 3+ years of Customer Success Management (or commercial Account Management) in a B2B SaaS environment with proven results in retention and expansion
• Track record of managing multiple mid-market accounts and delivering measurable outcomes
• Strong stakeholder management and project management skills - able to influence at executive and operational levels