Customer Success Manager (m/f/x)

About the Role We are looking for a Customer Success Manager to own the relationship with the customers connected to our out‑of‑home (OOH) delivery platform. You will be the first contact for our customers. You know their numbers, and when a customer is stuck, you are the one who gets things moving inside GLS/NXT. You work at the intersection of product, engineering, data and commercial, and you are measured on customer outcomes rather than on activity. This role is perfect for someone who likes owning results across organisational boundaries, is comfortable with data, and can hold their own with a customer's operations director in the morning and our engineering leads in the afternoon. What you will do • Own customer relationships: Act as the main contact for connected customers across markets, from onboarding through to steady‑state growth • Drive customer performance: Own adoption and performance KPIs per customer, such as platform utilisation and integration health, and deliver measurable improvement Resolve blockers: Spot what is holding customers back and bring in the right GLS/NXT teams to solve it • Shape the roadmap: Turn customer requirements into prioritised roadmap input, and separate market‑specific requests from true platform needs • Generate insights: Use platform and operational data (Looker, BigQuery, Mixpanel) to produce insights that customers act on, and share best practices across customers and markets • Run a structured engagement rhythm: Lead monthly reviews and quarterly deep‑dives per customer and track the actions that come out of them • Build growth cases: Identify growth opportunities per market and build the business case for them What you bring • Multiple years of experience in customer success, account or partner management in a B2B platform, SaaS or logistics‑tech environment • A track record of moving KPIs, not just maintaining relationships • Hands‑on with data: comfortable in Looker, Mixpanel or SQL/BigQuery, and able to turn numbers into a clear story • Experience with technical products and integrations, and credibility with engineers and product managers • Strong structuring and communication skills for business reviews, management reports and action follow‑up • The ability to influence teams you do not manage, across functions and countries in Fluent English, both written and spoken Nice to have • German language skills • Experience in logistics, parcel delivery or out‑of‑home delivery • Familiarity with APIs or platform integrations What we at GLS/NXT offer • Dynamic workplace: A digital environment with international projects and space to learn and grow. • Flexible work environment: Hybrid working mode with a tailored remote policy. Professional growth: A personal budget of €1,000 for learning and development initiatives. Modern workspace: Great office space in Berlin Mitte with top‑tier equipment. • Competitive compensation: A transparent salary package that reflects your expertise and experience. • Bonus system: A clear bonus model that lets you share in your own and the team's performance. • Engaging team culture: Monthly team cooking, regular events and offsites. Vacation: 30 days of holiday per year. • Referral rewards: Rewards for recommending new team members. Even if you do not meet every single requirement, we encourage you to apply if you believe you are well‑suited for the role and can contribute meaningfully to our team. About GLS/NXT GLS/NXT was founded with the mission to build the next generation of logistics experiences driven by technology: core, adjacent and beyond. More specifically, our sphere of interest is the logistics and eCommerce sector. We are entrepreneurs and hence always start with the user's needs. We are located between corporate and