About this role
At ChannelEngine, we connect brands, wholesalers, and retailers to global marketplaces. With our fast-growing SaaS solution, we empower businesses to automate and scale their international e-commerce activities.
As part of our growth ambition, we are shifting our Customer Success department towards a growth engine. Your mission as Senior CSM: As a Senior Customer Success Manager, you will own and drive strategy for our high-value Enterprise accounts in the DACH region (Germany, Austria, Switzerland). Based in our Berlin office (hybrid - at least 2 days a week), you will focus on turning complex enterprise clients into long-term growth engines and customer champions. You will bridge the gap between strategic account expansion, platform adoption, and cross-departmental collaboration, ensuring customer success is truly at the center of everything we do across Sales, Product, Delivery, and Support.
What will you do as our Senior CSM?
- Own your portfolio and protect NRR: take on a dedicated portfolio of 25-45 Enterprise DACH accounts, with full ownership of NRR, churn prevention, and expansion.
- You'll drive proactive account management, health score tracking, QBRs/EBRs, stakeholder mapping, and early risk detection, partnering with C-level and senior e-commerce leads to build long-term value and turn clients into active brand champions.
- Drive GMV growth and deepen platform value: connect ChannelEngine's capabilities to each customer's marketplace strategy across Amazon, Otto, Zalando, and beyond.
- You'll engage customers proactively to ensure they use the platform to its full potential, surfacing new features and optimizing their marketplace presence at every stage.
- Lead commercial conversations independently: run renewals, upsells, and multi-year planning without needing manager sign-off on standard situations.
- You'll partner with DACH Account Executives on expansion strategy and collaborate with Delivery and Support on escalations, contributing account intelligence back to the pod as a matter of course.
- Raise the floor of the DACH pod: you'll mentor CSM colleagues, develop team playbooks, and lead cross-functional initiatives that sharpen how the whole pod operates, including continuously improving the AE-Delivery-CSM handoff.