TL;DR
We are looking for a strategic, commercially-minded Enterprise Customer Success Manager to join our small, but mighty, CS team. In this role, you’ll own relationships with our most important customers, ensuring their long-term success while actively uncovering new opportunities to expand our footprint.
Acting as their trusted advisor, helping them realise the full value of our solutions, and playing a key role in driving retention, expansion, and account health across your portfolio.
Requirements
- 4+ years in Customer Success, Account Management, Consulting, or related roles in a B2B SaaS or enterprise software environment.
- Proven track record of success in managing, retaining and expanding enterprise accounts.
- Ability to understand complex technical products and communicate them in a customer-centric way.
- Strong commercial acumen, able to spot growth opportunities and work with sales to unlock them.
- Excellent stakeholder management, presentation and communication skills, tailoring engagement from users to C-suite.
- Highly organised, proactive, and comfortable owning outcomes with minimal oversight.
- Data-driven approach to understanding customer behavior, driving decisions, informing strategy and measuring success.
- Experienced with Salesforce or other CRM platforms.
Benefits
- Remote-first setup with flexible hours & tech of your choice
- 30 days vacation + extra days for family sick leave
- Competitive salary & stock options for every team member
- Monthly sports & mental health support allowance with Oliva
- Annual learning & development budget
- Monthly team socials & in-person meetups
- Dog-friendly Berlin HQ
Why deepset
At deepset, we’re on a mission to make custom AI solutions accessible to every organization. With Haystack, thousands of developers build advanced LLM applications every day, while our enterprise-ready AI Platform helps companies turn large language models into business value. We’re remote-first, flexible, and built on a culture of trust and ownership. You’ll collaborate with top-tier tech talent, tackle meaningful challenges, and help transform complex AI into solutions that are simple, powerful, and ready for the real world.
Nice to have
- Experience working with enterprise customers.
- Experience working in a remote-centric startup environment.
- Experience with technology, ideally AI/ML, open-source, or B2B SaaS developer-facing products.
- Familiarity with Analytics platforms and CSP tools such as Gainsight.
- Experience working with public sector, finance, or regulated industries.
What you will do
- Own the post sales Customer Journey for assigned enterprise accounts, ensuring long-term success and value.
- Develop and execute Customer Success plans; including onboarding, adoption, training, and success metrics alignment.
- Drive retention and growth by ensuring customers achieve meaningful outcomes and value from our solution.
- Act as the voice of the customer internally, partnering with Product, Engineering, and Sales to champion customer needs.
- Lead quarterly business reviews (QBRs), value realisation check-ins, and strategic roadmap and customer goal alignment.
- Collaborate with Sales to identify, qualify, and support upsell and cross-sell opportunities.
- Use data to monitor customer health, identify risk, and implement strategies to drive renewals and expansion opportunities.
- Assist with building Customer Success programs and processes to improve customer experience and engagement.
- Maintain high levels of customer satisfaction and ensure clear documentation in CRM and other systems.
