Customer Success Manager (m/f/d)

<p><strong>Worldwide, 80% of all employees do not work at a desk.</strong></p> <p><strong>With Ordio</strong> 💙, we offer an all-in-one software solution built specifically for these employees, helping companies organize their daily work and make operations more efficient for everyone involved.</p> <p>As a <strong>Customer Success Manager at Ordio 💙</strong>, you will own the success and commercial development of a portfolio of customers.</p> <p>Your main goal is to <strong>drive Net Revenue Retention (NRR)</strong> by ensuring customers successfully adopt Ordio, renew their contracts, expand into additional locations, and use more of our products over time.</p> <p>You will build strong customer relationships, identify growth opportunities early, and work closely with Sales, Product and Support to increase the long-term value of every account.</p> <h2>Tasks</h2> <p>🚤 <strong>Onboarding &#x26; Activation:</strong> You guide new customers quickly to their first “aha moment” by managing data import, setup and training so they feel confident using Ordio within the first two months.</p> <p>📈 <strong>Net Revenue Retention:</strong> You take ownership of retaining and growing your customer portfolio, with a clear focus on increasing <strong>NRR through renewals, upselling and expansion</strong>.</p> <p>🚀 <strong>Upsell &#x26; Cross-Sell:</strong> You identify commercial opportunities such as Payroll Plus, additional modules, seats or services and actively drive expansions and upgrades to completion.</p> <p>🔎 <strong>Renewals &#x26; Churn Prevention:</strong> You proactively manage renewals, identify churn risks early and create clear action plans to retain and develop customers.</p> <p>🗺️ <strong>Account Development:</strong> You build structured account plans for your customers, understand their growth plans and identify where Ordio can support them further.</p> <p>📊 <strong>Pipeline &#x26; Forecasting:</strong> You maintain your renewal and expansion pipeline in the CRM, qualify opportunities and provide reliable forecasts for upsell, expansion and renewals.</p> <p>🤝 <strong>Close collaboration with Sales &#x26; Product:</strong> You ensure a smooth handover from Sales to Customer Success and work closely with Sales on account expansion opportunities. You also communicate customer feedback and feature requests to the Product team.</p> <p>💡 <strong>Product Adoption:</strong> You proactively help customers get more value from Ordio by increasing adoption of relevant features, modules and workflows.</p> <p>☎️ <strong>Professional Communication:</strong> You communicate confidently via email, telephone, chat and video, maintain clear follow-up routines and document customer activity and commercial opportunities accurately in the CRM.</p> <h2>Requirements</h2> <p>🇩🇪 German speaking (C1+)</p> <p>💪 <strong>Previous experience in Customer Success within a SaaS or B2B software company.</strong></p> <p>📈 Experience managing and developing an existing customer portfolio, ideally with responsibility for metrics such as <strong>Net Revenue Retention, Gross Revenue Retention, renewals, churn or expansion revenue</strong>.</p> <p>🚀 Proven experience identifying and closing <strong>upsell, cross-sell or account expansion opportunities</strong>.</p> <p>🌍 Ideally, experience working with customers that operate across <strong>multiple locations, sites, regions or business units</strong>.</p> <p>🤝 Experience building strong relationships with customers and developing accounts over the long term.</p> <p>🎯 A commercial mindset: you enjoy helping customers succeed while also identifying opportunities to grow the partnership.</p> <p>🔎 You are proactive and comfortable identifying customer risks and commercial opportunities before they become obvious.</p> <p>😌 A customer-oriented attitude with a friendly, professional and solution-focused style.</p> <p>🦮 You enjoy helping customers understand the value of <strong>Ordio</strong> 💙 and how they can use the platform more effectively.</p> <p>🙌 You are motivated, independent and quickly familiarize yourself with new topics.</p> <p>💻 You have a strong affinity for technology and can quickly understand new software products.</p> <p>📊 You are comfortable working with CRM systems, customer data, pipelines and commercial KPIs.</p> <h2>Benefits</h2> <p>💰 Competitive salary</p> <p>🚀 Opportunity to be there from the start and successfully scale <strong>Ordio 💙</strong></p> <p>💡 Contribute to innovative solutions and products</p> <p>😌 Opportunity to create an open &#x26; successful culture</p> <p>🤝 Personal advancement opportunities and plenty of responsibility from day one</p> <p>🤩 Young &#x26; motivated team</p> <p>🏝️ Flexibility - home office, remote work and flexible working hours</p> <p>🌃 Modern office at WeWork in the heart of Cologne</p> <p>🚀 Agile startup culture</p> <p>📱 State of the art technical equipment</p> <p>🥳 Cool team events</p> <p>🐶 Dogs welcome at the workplace</p> <p>🏋️ Urban Sports Club Membership</p> <p>🚴 Option to lease a company bike</p> <p><strong>At Ordio</strong> 💙, we're looking for people who want to be more than just another employee: ambitious, forward-thinking individuals who are ready to shape and grow our young start-up 🚀</p> <p><strong>Ordio</strong> 💙 is a web-based HR software that allows companies to centrally manage employees who don't work at a desk – from employee registration and shift planning to time tracking, document management, absence management and payroll.</p> <p>We believe that together we can solve the world's problems better by equipping people with the right tools to solve their own.</p> <p>We are always looking for talented people who want to shape the future with us.</p> <p><strong>Does that sound like an exciting challenge to you?</strong></p> <p>Then we'd love to hear from you.</p> <p><strong>We're looking forward to meeting you! 😌</strong></p> <p>Find <a href="https://www.arbeitnow.com">Jobs in Germany</a> on Arbeitnow</a>