Customer Success Manager

About the role

MARKT-PILOT is a high-growth SaaS company specializing in helping industrial machinery manufacturers (OEMs) optimize their pricing and aftermarket services. We are seeking a Customer Success Manager to manage and grow relationships with a portfolio of enterprise and mid-market customers.

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
• 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

Preferred Skills

• 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

• The best thing about working at MARKT-PILOT? Our people. Piloteers are bold, think creative, and bring diversity to our crew. We are driven by an entrepreneurial spirit, by the purpose of our work, and we are empowered by the motivation we get from supporting each other.
• 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.