Senior Customer Success Manager - Enterprise DACH (f/m/d)

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.