Senior Customer Success Manager (f/m/d) - #2632375

Who We Are

Neocom builds digital shop agents for retail websites that guide customers just like a great salesperson in a physical store. Instead of using a boring search bar, shoppers can chat naturally and find the right product faster.

Our mission is to Make Storefronts Agentic for Truly Personal Experiences. Based in Munich, we have a strong onsite culture where we value direct communication and solving hard problems together. We are a team that cares about the details, acts with heart, and builds technology that actually matters.

Your Impact

As a founding member of our Customer Success team, you will help us execute our vision: To Make Storefronts Agentic for Truly Personal Experiences.

We are looking for true customer champions. You will manage our loyal, top German brands and guide them from our Shopping Quiz to our new AI-native Shop Agent. The technology is brand new, but trusted brands are already live and seeing success. Since many customers do not know how to measure AI value yet, you will work directly with decision-makers to build trust, define new processes, and prove the ROI.

Your Tasks

• Growth and Upsell: Manage around 25 loyal, high-value DACH customers, support their implementation, and upsell them to our new Shop Agent.
• Relationship Building: Build deep trust with decision-makers through video calls, face-to-face meetings, and trade shows like K5 or dmexco, using our CEO or CTO to strengthen the partnership when needed.
• ROI and Testing: Support our customers with their A/B tests, interpret KPIs, and guide customers to find and measure the ROI of our state-of-the-art technology.
• Business Reviews: Conduct quarterly or bi-annual business reviews to keep customers accountable, always living by our core value: say what you do, do what you say.
• Team and Process: Help shape our internal CS processes and keep the CRM diligent, because we are structured but always open to learn and improve.

Your Profile

• SaaS Experience: You have worked for a few years as a CSM in a SaaS company, managing accounts similar to ours, between 20k and 500k ARR.
• Data and Testing: You have practical, hands-on experience with A/B testing, not just theoretical knowledge.
• Language Skills: You are fluent in both German and English.
• Authentic Communication: Your messaging is natural, you do not overuse AI in emails, and you naturally listen first and act with heart.
• High Standards: You drive excellence by focusing on outcomes and always choosing to do the right thing for the customer and the team.

What We Offer

• Build the Future: This is a unique chance to work on an AI-native product from the ground up. While everyone else builds ChatGPT wrappers, we are engineering complex multi-agent systems.
• The Sweet Spot: We have the stability of established customers and revenue, but we built the Shop Agent new from scratch. You get the financial security of a running business with the freedom of a greenfield codebase.
• Impact: An environment where we enable you to have an impact and where we focus on outcomes, not time-tracking.
• Culture: A vibrant in-office culture in Munich. We value direct communication and solving hard problems together.
• Growth: Work alongside a team that obsessively cares about the details and supports each other to reach the highest standard.