Our HTGF Portfolio of startups offers excellent opportunities and is always hiring talented people.
Doinstruct
Berlin
Full time
Customer ExperienceCustomer Success
We’re on a mission to simplify how organizations onboard, enable, and empower their teams through smart, scalable technology. As we continue growing in the DACH region and beyond, we’re looking for a Senior Customer Success Manager (CSM) to join our team and take ownership of strategic, high-touch corporate customers (500–5,000 employees). This role is critical to unlocking long-term customer value and helping us scale our impact across traditional industries with digital ambition.
Own a portfolio of Corporate and Large customers (500–5,000 employees) in a high-touch, strategic CSM model, guiding them from onboarding through adoption, renewal, and expansion.
Act as the primary value owner for your accounts, ensuring clear outcomes, strong adoption, and long-term retention (NRR focus)
Lead ocassional Proof of Concepts (PoCs) for larger or more complex corporate customers, in close collaboration with Sales, when it meaningfully impacts deal quality or long-term success
Develop structured, outcome-driven Success Plans that align customer goals with our product’s value
Drive measurable success through adoption, usage analytics, and strategic expansion conversations
Act as a thought partner to AEs in the sales cycle and post-sale strategy, and collaborate cross-functionally with Product, Support, and Marketing
Champion customer feedback into product loops and continuously improve onboarding and lifecycle playbooks for large customers
Build executive and operational relationships with mid-sized and enterprise accounts across DACH (and occasionally international) markets
4–8 years of experience in Customer Success, Account Management, or SaaS Consulting, preferably with enterprise or complex accounts
Familiar with growth-stage SaaS environments (Series A–C), ideally with exposure to industrial or less tech-savvy customer segments
Comfortable with sales collaboration, having worked with in a commercial field or in close collaboration with AEs
Highly outcome-oriented — you speak in goals, success criteria, and business impact
Confident with value storytelling, adoption metrics, and commercial motions
Strong in project and stakeholder management — from scoping and expectation setting to communicating outcomes
Collaborative mindset: you’re used to partnering across Sales, Marketing, Product, and Support
Calm, structured communicator with both executive stakeholders and operational users
Thrive in fast-paced, ambiguous settings and see yourself as a builder, not just a maintainer
You speak German fluently and feel comfortable discussing complex scenarios with our customers in their native language
Ramp-up completed, owning customer relationships independently, onboarding and driving adoption with confidence
Strong relationships established across your portfolio, renewals and expansion opportunities clearly identified, first larger POCs successfully supported
Proactive portfolio management reflected in strong NRR, clear customer value stories, and meaningful contributions to CS playbooks and large-customer initiatives
We’re building something meaningful with clear customer impact across industries
Opportunity to shape strategy, playbooks, and CS culture in a scale-up environment
Work with a diverse customer base where your voice matters internally and externally
Performance-driven, but no burnout culture – we believe in smart focus, not busywork
Competitive compensation, including NRR-based bonus & POC conversion incentives
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At doinstruct, you can make full use of your skills and play an active role in the further development of our start-up. And yes, we attach great importance to a positive working atmosphere, maximum transparency, communication at eye level, and support every step of your personal and professional development.
Even if you don't tick all of the boxes, but you are motivated and want to work with us, you are very welcome to apply.
We embrace diversity and hire people based on their ability to perform a job. People of any race, gender, gender expression, sexual orientation, religion, age, disability, political opinion, or marital status are welcome at doinstruct.
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For questions or remarks please reach out to our Talent Acquisition Manager, Leonard, at leonard.mielke@doinstruct.com.