Customer Success Manager

Join Our Mission To Grow And Transform The Subscription Economy

Infiterra's B2B SaaS platform helps IT Distributors and Managed Service Providers (MSPs) automate and grow their subscription business. With 100+ customers in 75 countries, we're recognized for innovation and global impactand we're just getting started. We foster a collaborative and growth-oriented culture, allowing you to be part of a dynamic, forward-thinking team.

About The Role

To support our global growth, we're hiring a Customer Success Manager based in DACH region. We're looking for a proactive, relationship-driven Customer Success Manager who will act as the strategic partner and trusted advisor to our B2B customers in EMEA with a focus on DACH region. You will own the customer lifecycle post-saledriving adoption, delivering value, expanding accounts, and ensuring renewals. This role is a blend of strategic consulting, data-driven account management, and customer advocacy.

Key Responsibilities

• Own the Customer Lifecycle : Manage onboarding, adoption, retention, and expansion across a portfolio of mid-market to enterprise accounts.
• Drive Product Adoption : Understand customer goals and map them to product capabilities to ensure measurable value realization.
• Retention & Expansion : Proactively identify upsell / cross-sell opportunities, partner with Sales, and lead renewal conversations.
• Customer Advocacy : Be the voice of the customer internally, providing product feedback, influencing the roadmap, and collaborating with Product and Engineering.
• Strategic Guidance : Conduct regular business reviews and deliver data-backed recommendations to help customers optimize usage and ROI.
• Risk Mitigation : Detect churn risks early and execute recovery plans.
• Performance Tracking : Use customer health scoring, usage analytics, and engagement metrics to drive outcomes.
• Presales Involvement : Partner with the Sales team during late-stage deal cycles to influence solution design, validate customer requirements, and set realistic success criteria and adoption expectations pre-signature.