Customer Success Manager

About the role

MARKT-PILOT is a high-growth SaaS company specializing in helping industrial machinery manufacturers price smarter. Our platform unifies market intelligence, pricing decisions, and performance measurement for aftermarket parts, enabling teams to optimize pricing, increase revenue, and margins, and deliver a better customer experience.

Responsibilities

• Own Customer Relationships
• Manage a portfolio of ~15-20 enterprise and mid-market customers
• Build strong, trust-based relationships across multiple stakeholder levels, including executives
• Drive Customer Value & Outcomes
• Lead regular business reviews and strategic conversations focused on ROI and value realization
• Align customer goals with measurable outcomes and track success over time
• Retention & Risk Management
• Proactively identify churn risks and develop mitigation strategies
• Act early and decisively to ensure long-term customer retention
• Expansion & Growth
• Identify and drive upsell and cross-sell opportunities in partnership with Sales
• Contribute directly to net revenue retention and expansion targets
• Customer Success Planning & Execution
• Develop tailored success plans for each customer
• Monitor adoption, engagement, and performance using data and analytics
• Cross-Functional Collaboration
• Partner closely with Sales, Product, and Engineering
• Advocate for customer needs and translate feedback into actionable insights
• Operational Excellence
• Maintain accurate account data, forecasts, and customer health metrics
• Continuously improve processes and contribute to Customer Success best practices

Requirements

• Experience 3+ years in Customer Success, Account Management, or similar customer-facing roles
• Strong experience in B2B SaaS environments
• Experience working with pricing, CPQ, revenue optimization, or data-driven products is highly preferred
• Customer & Business Acumen
• Proven ability to manage complex customer relationships and multiple stakeholders
• Experience leading business reviews and executive-level conversations
• Strong commercial mindset with a track record of driving retention and growth
• Technical & Analytical Skills
• Ability to understand and communicate complex SaaS solutions
• Comfortable working with data, dashboards, and analytics to drive decisions

Ways of Working

• Structured, proactive, and highly organized
• Comfortable in a fast-paced, high-growth environment
• Strong ownership mindset with the ability to operate autonomously
• Experience with CRM systems such as Salesforce or HubSpot
• Familiarity with Customer Success platforms and analytics tools
• Willingness to travel approximately 1-2 times per month to meet customers

What we offer

• Inspiring Team Culture
• Flexible Working Hours
• Generous Paid Time Off
• Sick Leave
• Transit Benefits
• Divvy Annual Subscription
• Comprehensive Benefits Package
• Financial Support
• Supportive Parental Leave

Our MARKT-PILOT DNA

• Zero gravity: Explore your talents, leverage your strengths, grow with us, and become a game changer by helping to solve one of the biggest problems our customers are facing today.
• Zero stereotypes: At MARKT-PILOT, there is no room for stereotypes. Come as you are and help us in building a brave and colorful crew. You will work among inspiring co-pilots, visionary leaders, being able to be your authentic self. We offer you a safe space to share your opinion, learn from mistakes & feedback and ask questions at any time.
• Zero limits: We are committed to our mission and trust in our piloteers. On the journey to reach our ambitious goals it is important to us that we don’t restrict you, but encourage creative thinking, entrepreneurial behavior and push innovative ideas.