Senior Customer Success Manager (German-speaking)

Are you a German-speaking Customer Success professional with a passion for learning and technology? Do you thrive on building strong customer relationships, spotting opportunities for growth, and helping customers succeed? Then the Senior Customer Success Manager role at Kahoot! might be just the right fit for you. Come join us in making learning awesome! The Role As a Senior Customer Success Manager, you will play a key role in helping medium to large enterprise customers succeed and getting the most out of our products. Acting as a trusted advisor, you will help customers achieve tangible business results with our products while identifying opportunities to strengthen relationships, drive retention, and grow accounts. You will be part of our International Customer Success team, working with customers across one or more products in the Kahoot! Group's portfolio. Fluency in German is essential for this role, as you will work closely with customers in DACH. This role can be based in Copenhagen, Denmark; Oslo, Norway; or work remotely in Germany . You will report to the regional Manager, Customer Success. Responsibilities Portfolio Ownership and Customer Outcomes • Own a portfolio of mid-sized to large Enterprise customers and drive measurable progress towards their business objectives. • Manage the full customer lifecycle: handover from Sales, onboarding, adoption, value realisation, business reviews (QBRs/EBRs) and renewals (in collaboration with Account Management, where applicable). • Build and maintain success plans and account plans with clear, customer-agreed success metrics and ROI. Strategic and Commercial Impact • Use strong business acumen and our MEDDIC-based methodology to run discovery, uncover customer pain points and their business impact, and map stakeholders, champions and decision-making processes. • Build multi-threaded relationships, including at executive-sponsor level. • Own or support renewals and retention targets (GRR/NRR), forecast renewals accurately, and identify expansion opportunities in partnership with Account Managers and Account Executives. Risk and Health Management • Monitor customer health and product usage data to spot risks early, and lead mitigation and retention plans. • Act as the customer’s escalation point, coordinating with Support, Product and leadership to resolve critical issues. • Analyse customer churn and losses, and share key learnings. Scaling and Enablement • Partner with Customer Education to deliver one-to-many programmes, including webinars, live training and help center content. • Support Sales and Events as a product expert and trusted advisor during customer calls and events. Voice of the Customer and Advocacy • Bring structured customer feedback to Product, Sales and Customer Experience to shape our products and services. • Develop customer advocates through references, case studies and community engagement. Leadership and operational excellence • Mentor and coach less experienced colleagues alongside your manager. • Help develop CS playbooks, processes and best practices. • Keep CRM data, account plans and forecasts accurate and up to date. Requirements • Fluency in German and English, written and spoken. • Minimum 3–5 years of relevant experience in Customer Success, Account Management, Consulting, Sales, or from other similar roles. • Proven track record of managing a portfolio of medium to large enterprise customers, delivering measurable customer value, and driving retention and account growth. • Commercially minded, with a strong ability to build lasting customer relationships and identify opportunities for growth. • Excellent communication, presentation, and stakeholder management skills, with the ability to engage stakeholders at all l