About Join us as a Customer Success Manager and help shape the future of open-source project management. At OpenProject, we believe that great project management software should be open, transparent, and accessible to everyone. As the leading open source project management platform, we empower teams worldwide --- from NGOs and public institutions to innovative tech companies --- to collaborate more efficiently and manage projects with full control and data sovereignty. To support our growing community, we're looking for a passionate Customer Success Manager who loves working with people, building strong customer relationships, and ensuring our users have an exceptional experience with OpenProject while being tech-savvy. At OpenProject, we are proud to build the leading open-source project management platform that empowers teams to plan, track, and collaborate on projects in a secure and transparent way. Our mission is to enable organizations worldwide to achieve great things together while keeping their digital sovereignty and reducing their dependency on proprietary software. We are a fully remote team of 45+ passionate people, working together from different parts of Europe -- united by our shared passion for open source, collaboration, and continuous learning. Your mission As a Customer Success Manager at OpenProject, you'll be the crucial first point of contact for our users, ensuring their success and satisfaction. You'll handle all customer queries, build strong relationships, and contribute to our thriving open-source community. - Be the trusted guide: Be the first point of contact for our users, expertly handling all customer queries via CRM and phone, covering everything from product features and technical issues to billing. - Ensure user satisfaction: Identify and tailor solutions to individual needs, ensure timely responses, and suggest best practices to help users get the most out of OpenProject. - Cultivate relationships: Build strong, long-term relationships with high-value customers through regular check-ins, identifying opportunities for upsells or cross-sells, and proactively managing churn risk. - Engage the community: Monitor and address community questions and requests, actively interacting with the OpenProject community primarily through forums and within the software itself. - Drive continuous improvement: Provide valuable feedback to our product, marketing, sales, and engineering teams based on customer interactions, collaborating closely with all teams to identify areas for improvement. What you'll bring - You are proficient in German (native/professional level), as well as English (French is a plus). - You have work experience, ideally within the customer support team in a tech company. - You possess effective communication and active listening skills to deliver a best-in-class experience for existing and potential users. - You genuinely care about providing exceptional service to clients and users. - You're passionate about open-source software and want to be part of a mission-driven company that promotes transparency and collaboration. - You enjoy working in a remote-first team with a high degree of autonomy and flexibility. What awaits you

Einleitung Du hast ein Gespür für Menschen, denkst serviceorientiert und möchtest Kundenerlebnisse aktiv mitgestalten? Du suchst eine Rolle, in der du Beziehungen aufbaust, Mehrwert schaffst und dabei echte Wirkung erzielst? Dann bring deine Stärken bei uns ein! In dieser Position wirst du zur zentralen Schnittstelle zwischen unseren Teams und unseren Kunden – mit dem Ziel, langfristige Beziehungen zu gestalten, passgenaue Benefits weiterzuentwickeln und echte Begeisterung zu schaffen. Werde Teil unseres Teams und sorge dafür, dass Wertschätzung bei unseren Kunden nicht nur ein Wort, sondern gelebte Realität ist! Deine Aufgaben - Zentrale Kommunikationsschnittstelle: Du koordinierst den Austausch zwischen internen Abteilungen und Kunden, um ein harmonisches und konsistentes Kundenerlebnis zu gewährleisten. - Beziehungsaufbau & Kundenbindung: Du entwickelst langfristige Kundenbeziehungen und pflegst sie durch regelmäßigen, persönlichen Austausch. - Bedarfsanalyse & Zufriedenheit: Du erkennst individuelle Kundenbedürfnisse und sorgst dafür, dass sowohl Unternehmen als auch Mitarbeitende dauerhaft zufrieden sind. - Proaktive Kundeninformation: Du hältst Kunden stets auf dem Laufenden über neue Benefits, Entwicklungen und Optimierungsmöglichkeiten. - Portfolioentwicklung & Umsetzung: Du erweiterst kontinuierlich das Benefit-Angebot und setzt innovative Bonusmodelle erfolgreich in die Praxis um. Dein Profil - Du hast ein abgeschlossenes kaufmännisches Studium oder eine vergleichbare Ausbildung - Du bringst mindestens zwei Jahre Berufserfahrung mit, idealerweise in der Betreuung von Großkunden, im Projektmanagement oder im Customer Success Management - Du zeichnest Dich durch eine hohe Service- und Kundenorientierung aus und kombinierst diese mit Empathie, Durchsetzungsvermögen und hervorragenden Kommunikationsfähigkeiten - Du arbeitest selbstständig, lösungsorientiert und verfügst über starke Planungs- und Koordinationsfähigkeiten - Deine Deutsch- und Englischkenntnisse sind verhandlungssicher in Wort und Schrift Was Dich erwartet - Flexible Arbeitszeiten, modernes Büro auf Fuerteventura oder remote auf den kanarischen Inseln - Workation mit Extras: Bis zu 4 Wochen EU-Workation pro Jahr – inkl. Flug & Unterkunft bei Wahl des Standorts München - Faire Konditionen: 30 Urlaubstage, unbefristeter Vertrag & private Zusatzkrankenversicherung - Attraktive-Vergütung: Überdurchschnittliches Gehalt im Landesvergleich - Einfacher Start: Unterstützung bei der NIE-Nummer & Behördengängen und ein herzliches Team vor Ort Bitte beachten: Das Bewerbungsverfahren wird zentral über die ValueNet Group koordiniert. Gemeinsam Vielfalt leben Bei ValueNet fördern wir aktiv Vielfalt und Chancengleichheit. Wir laden Menschen aller Hintergründe ein, sich zu bewerben – unabhängig von Hautfarbe, Nationalität, Religion, Weltanschauung, sexueller Orientierung, Geschlechtsidentität, Alter oder Behinderung. Denn Vielfalt bereichert unser Team und schafft Raum für Innovation und gemeinsame Erfolge. Werte, die verbinden Nachhaltigkeit ist für ValueNet mehr als ein Wort – sie ist fester Bestandteil unseres Handelns, unserer Produkte und Dienstleistungen. Begeisterung, Vertrauen, Mut und Verantwortung prägen unsere Kultur. Wir setzen uns aktiv für ein inklusives Umfeld ein, das die Individualität jedes Einzelnen respektiert und unsere gemeinsamen Ziele stärkt. Kontakt Kristina Muno Talent Acquisition Specialist Tel: +49 89 437803143 Mail: bewerbung@myvalbo.de Weitere Details zur Unternehmensgruppe *ValueNet Group – Unsere Unternehmensgruppe umfasst: - ValueNet HR & Digital GmbH - ValueNet HR IT Solutions SLU, S.COM - Steinsee Gastro & Event GmbH & Co. KG - BONAGO Incentive Marketing Group GmbH - encorePeople GmbH - daydreams Deutschland GmbH & Co. KG

Job Title: Customer Success Manager Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations) About the Role: Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships. Responsibilities: Onboarding & Adoption: - Lead client onboarding sessions and establish success criteria. - Configure accounts, deliver product training, and ensure smooth implementation. - Track early adoption metrics to identify gaps. Relationship Management: - Manage a portfolio of 20–40 active accounts, depending on client size. - Serve as the primary point of contact for client stakeholders. - Conduct regular check-ins and strategic reviews. Proactive Engagement: - Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards. - Identify at-risk accounts early and execute playbooks to re-engage them. - Deliver quarterly business reviews (QBRs) to align on goals and ROI. Support & Escalation: - Triage support issues and escalate to technical teams as needed. - Track resolution and ensure client satisfaction post-issue. Growth & Retention: - Identify upsell/cross-sell opportunities based on client needs. - Collaborate with sales teams to expand accounts while maintaining renewals. - Track renewal pipeline and prepare contracts for review. Reporting & Feedback: - Prepare reports on client health, usage, and renewal status. - Capture client feedback and relay to product/engineering teams for improvements. What Makes You a Perfect Fit: - Excellent communicator with executive presence and consultative skills. - Empathetic listener who balances client needs with business objectives. - Organized multitasker who thrives managing multiple accounts. - Comfortable owning revenue responsibility through retention and expansion. Required Experience & Skills (Minimum): - 2–3 years in customer success, account management, or client-facing roles. - Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango). - Strong presentation skills for client-facing reviews and demos. - Proven ability to manage client relationships and drive renewals. Ideal Experience & Skills: - 3–5 years CSM/AM experience with revenue targets. - Industry background in SaaS, professional services, or B2B technology. - Familiarity with NPS, CSAT, and customer health scoring. - Experience creating client-facing collateral (playbooks, decks, case studies). What Does a Typical Day Look Like? A CSM’s day revolves around driving client value and ensuring account health. You will: - Start by reviewing dashboards to identify at-risk accounts or upsell opportunities. - Hold client calls, ranging from onboarding sessions to strategic QBRs. - Coordinate internally with support, product, and sales to resolve issues or align strategies. - Prepare renewal forecasts and track contract timelines. - Document client interactions in CRM and update health scores. - End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients. In essence: you are the client’s trusted advisor and the company’s revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial. Key Metrics for Success (KPIs): - Net Revenue Retention (NRR) ≥ 100%. - Renewal rate ≥ 90–95%. - Expansion/upsell targets achieved. - Client health scores consistently maintained/improved. - Positive client satisfaction scores (NPS, CSAT). Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., roleplay a QBR or prepare an account health plan) - Client Interview with Sales/CS Leadership - Offer & Background Verification

Job Description About Us HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we've achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3500 midsize and multinational companies. Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Airtasker, Go Cardless, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people. Come and be you with us Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that's bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we're waiting with open arms. Come join us. The Manager, SMB Customer Success leads a team of Customer Success Managers responsible for driving adoption, retention, and long-term value for a large portfolio of SMB customers. This role is focused on scalable customer success, enabling a high-impact engagement model that combines automation, data insights, and 1:many enablement programs such as webinars, workshops, and community initiatives, while also supporting targeted 1:1 sessions with customers where needed. The manager plays a key role in translating customer data and trends into targeted interventions, helping the team prioritise the initiatives that drive the greatest adoption and retention outcomes. Success in this role requires a strong analytical mindset, a passion for coaching teams operating in a scaled environment, and the ability to collaborate cross-functionally to continuously improve the SMB customer experience. Job Requirements - Proven e xperience in leading and managing a team of CSMs, including hiring, coaching and developing individuals. - Experience leading customer success teams with large SMB customer portfolios through digital or tech-touch engagement models in a SaaS environment. - Experience managing a team across different geographies is a plus. - Experience of building and scaling customer success processes and structures. - Hands-on experience with SMB customers. - Customer-centric approach with a focus on continuous improvement and innovation. - Strong ability to interpret customer data and translate insights into scalable strategies. - Strategic vision with a results-driven, analytical mindset. - Strong interpersonal skills for coaching teams and influencing cross-functional stakeholders. - Leverage AI tools in day-to-day workflows and encourage the team to do the same, continuously exploring opportunities to improve internal processes, increase efficiency, and enhance the scalability of the SMB customer success model. - Deep understanding of SaaS products; HR tech knowledge (e.g., ATS, HRIS, payroll) is a distinct advantage. - Proficient with analytic tools (e.g., Gainsight, ChurnZero, Hubspot, Tableau) for customer health metrics and trend analysis. Job Responsibilities - Manage and lead a team of CSMs who are responsible for a high-volume portfolio of accounts, with a focus on adoption, retention, value realisation, and identifying growth opportunities that enhance product stickiness and long-term customer success - Coach CSMs to operate effectively in a scaled engagement model, helping them prioritise impact, leverage automation, and balance 1:many and targeted 1:few interactions. - Support CSMs in navigating complex customer situations by coaching them through difficult conversations, providing strategic guidance, and participating in customer escalations when appropriate to ensure positive outcomes. - Improve adoption and engagement metrics across SMB customers. - Monitor and drive team performance across key adoption and expansion metrics (GDR and NDR). - Enable the team to help customers achieve their business goals and adopt best practices. - Execute and continuously optimise the scaled customer success strategy for SMB customers, leveraging automation, digital journeys, group enablement programs, and community engagement to drive adoption and retention and identifying opportunities to increase efficiency, scalability and customer impact. - Analyse customer adoption and health data to identify trends, risks, and opportunities early. - Translate insights and risk signals into targeted interventions such as enablement programs, product education, and automation workflows. - Become the customer advocate in Hibob, collaborating with our Product, Marketing and GTM teams. - Collaborate closely with the Head of SMB Customer Success and other SMB CS Managers to align on strategy, share insights, and continuously improve the team's approach to driving adoption and retention. Benefits HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, alongside all of this: - Cash allowance for health insurance - Annual vision allowance - Annual Headspace subscription and wellness benefits - Travel support (cycle scheme and season ticket loans) - Hybrid working from day 1 - Work from home allowance - to get your home office set up! - Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment) - Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter - 2 Social Impact days per year for volunteering - Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme - Pension scheme auto-enrolment from day 1 - Fun company and team social events (locally and virtually with our global teams) - We love birthdays - take the day off and receive a special gift If this sounds like something you've been looking for, we'd love to have you. Come on, join our village! *** Learn about HiBob's hybrid working model *** BELONGING AT HIBOB Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we're committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire. We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only). Please contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email hiring@hibob.io or speak to the recruiter when they arrange a call with you. We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.