Customer Strategy & Operations Manager (f/m/x)

To build the engine that lets Customer Success scale, we are looking for a Customer Strategy & Operations Manager (f/m/x).

As a Customer Strategy & Operations Manager, you will shape how Customer Success works at Tanso, from operating model and data to tooling, automation and scaled customer formats. Working closely with our Head of CS, you take ideas from concept to hands-on execution and make every CSM more impactful: more customers served, more value delivered, targets hit.

• Strategy & Operations: You shape how Customer Success operates. Together with the Head of CS, you continuously sharpen our operating model (segmentation, lifecycle, playbooks) and OKR/goal process – and bring it to life, from concept to rollout. As the central link to Sales, Marketing, Product, Engineering and Climate Intelligence, you make sure everything we build and do is aligned on customer value.
• Tooling & Process Excellence: You keep the CS engine running and make it run smarter. You own and build our tech stack hands-on (HubSpot, Intercom, no-/low-code) and use automation and AI to free up CSMs to focus on what matters most: our customers.
• Scaled Engagement & Enablement: You help CS scale. You build and run 1:n formats such as Tanso Academy, Tanso Update and our customer advisory board, and grow our customer community. With playbooks and templates, you enable CSMs to serve more customers without compromising on quality.
• Projects & Strategic Initiatives: You turn ideas into impact. You lead cross-functional CS projects from concept to execution: pilot fast, measure impact, then scale or kill.

Why Tanso?

• Take Action in a Fast-Moving, High-Impact Environment. We move fast on sustainability because the urgency is real. That means decisions that matter, transparent processes, and the agility to navigate change.
• Challenge & Grow Through Ownership. Take ownership immediately, build expertise through hands-on experience, and leverage every available resource to achieve outsized impact.
• Foster Trust with Mission-Driven Collaborators. You'll join a team that prioritizes impact and each other. We give honest feedback, share credit, support each other when it matters, and hold high standards together.
• Embrace Responsibility & Drive Impact. Turn fragmented emissions data into actionable insights. Your work has immediate, visible impact - clearer decision-making and genuine momentum toward change.
• AI First-Mindset. We embrace cutting-edge technology to solve sustainability challenges. Push the boundaries of innovation and stay ahead of what's possible.
• Commitment to Performance & Excellence. We cultivate a high-performance culture where you thrive. Push yourself and others to excel, celebrate wins, learn from setbacks, and raise the bar.

• You have experience in Customer Success Operations, Revenue Operations, Strategy & Operations or consulting, ideally in a B2B SaaS environment.
• You think in data: you build dashboards and analyses that answer real questions, and translate insights into clear priorities and actions.
• You are hands-on with tools. You have worked with CRM and customer engagement platforms (ideally HubSpot and Intercom), enjoy building automations with no-/low-code tools, and are curious about using AI in daily work.
• You have led cross-functional projects end to end and know how to align stakeholders across multiple departments.
• You combine structured, strategic thinking with a pragmatic drive to get things done. You spot problems early, take ownership and see solutions through.
• You communicate clearly and confidently, whether you’re writing a playbook or aligning with leadership.
• You're business-fluent in English and German, both written and spoken.
• You're based in Munich or willing to relocate.
  
  

Nice to Have

• Experience with scaled CS programs (webinars, academies, communities).
• Interest in sustainability and carbon accounting.

We're a diverse group of people, and that diversity is what makes us great. We bring unique perspectives to everything we do and are always eager to learn from each other. We work in cross-functional teams to tackle ambitious challenges, actively seek feedback and be the best versions of ourselves.

1. Get to know Tanso with our People Team to learn more about us, ask your questions, and let’s explore together whether it’s a mutual fit.  
2. Role Introduction with the Hiring Manager to understand your role and see whom you will be working with.
3. In-person Deep Dive to get a feeling for the tasks ahead of you, meet your future colleagues and get to know the team.
4. Founders Interview to meet our founders and discuss how you can shape Tansos journey with us.
5. Offer – if we both feel it’s a match, we’ll share an offer with you and look forward to welcoming you on board.