Senior Customer Success Manager (m/f/d)

This isn't a "slot into our process" role - we don't have a customer success playbook. You'll build one that actually works for our customers, our product, and our stage.

As our first customer success hire you'll define what world-class customer success looks like at Ingestro - then execute on it. You'll work directly with our founders to turn customer success into a strategic, revenue-driving function that scales with us.

If you've seen how great CS teams operate at later-stage companies and have been itching to build that yourself - with full ownership, zero bureaucracy, and direct impact on company trajectory - this is it.

🤩 What you'll own:

• Define the playbook: Build onboarding flows, retention strategies, expansion frameworks, and success metrics from scratch
• Drive revenue: Identify upsell opportunities, reduce churn, and prove CS as a growth engine, not just a cost center
• Be the customer voice: Work cross-functionally with Product, Engineering, and Sales to shape roadmap priorities based on real customer needs
• Scale yourself: Document what works, hire when the time is right, and transition from doer to leader as we grow

🧑‍💻 Day-to-Day operations:

• Onboard new customers and accelerate time-to-value
• Run strategic campaigns for retention and expansion
• Analyze usage patterns to identify risks and opportunities
• Create meaningful touchpoints throughout the customer journey
• Partner with Sales to land-and-expand efficiently

🎉 What success looks like in this role

- 3 Months: You learn how to sell. We put you in the shoes of an Account Executive to learn about our product and understand our customer pain points. You start meeting our existing customers, mapping their use cases, and establishing trust as their go-to advocate.
- 6 Months: You enable first automations to efficiently run retention and upsell campaigns with measurable results while starting to focus on building a clear revenue strategy for our top accounts. You start owning and strategically supporting our Key Accounts.
- 12 Months: You've built a repeatable CS motion that drives measurable NRR growth. You own the function, and the company relies on your insights to guide product and GTM strategy.

• You're entrepreneurial, self-driven, and thrive in environments where you can create and implement processes from the ground up. Building a function with strategic importance excites you more than stepping into an already-defined system. 
• You've seen customer success done well in B2B SaaS, OR you come from consulting, operations, or VC with strong strategic thinking, customer empathy, and transferable skills
• You're comfortable with ambiguity and energized by turning it into a repeatable process.
• You think strategically but aren't afraid to roll up your sleeves
• You're obsessed with customer outcomes, not just activity metrics
• You have strong messaging skills in both English and German. 
• We'd be excited if you're willing to join us in one of our locations in Hamburg or Berlin. We have a 2-day per week office policy.

Bonus: You've been part of a scaling startup (10-100 employees) and understand what that journey looks like

You would be our first customer success hire in this role. Your closest colleagues are:
- Our Solutions Architect, who covers all technical questions for your clients
- Our Account Executives who handover deals and are sparring partners for every matter

- Our CEO who directly support you in your day-to-day operations.

- Introductory call with Founder
- Case Study (60 minutes) + Product Demo

- Meeting with remaining commercial team (optional office visit)