Customer Success Manager (Pioneer)

Company: Mercura
Role: Customer Success Manager (CSM)
Location: Munich Germany
Language: German Native
WFH policy: Hybrid
Industry: B2B SaaS AI CPQ for construction supply chain (HVAC/plumbing/electrical)
Product: AI-driven quoting platform automating BOM ERP quote in minutes

Size and functions of the local team:
Currently none this is the first CSM hire

Role description:
First Customer Success Manager hire responsible for onboarding retaining and growing client accounts across HVAC plumbing and electrical verticals.

• Takes over the client relationship post-sale from AE

• Kicks off onboarding jointly with AE; onboarding takes several months

• Focus on churn prevention customer engagement and relationship expansion

• Collaborates with engineers on integrations when needed but the role does not require technical skills

• Will run QBRs track usage and customer health

• Expected to build CSM processes dashboards and playbooks no current KPIs in place

• Book of Business: 1520 accounts (currently 17 clients)

• Clients: German Mittelstand often with complex stakeholder environments including consultancies and PE firms

Target / KPI:

• Churn prevention

• Onboarding success

• Engagement (measured via new KPIs can be shaped by the CSM)

Deal sizes & Cycle: 100500K ARR/cycles are 38 weeks

Unique about the company (that you dont read online):

• Extremely high and clear ROI in a traditional industry ripe for innovation

• Strong founding team

• YC W25 - top 5% revenue performers; hit 1M ARR in 7 months post-launch

• Tight foundercustomer feedback loop

• Work directly with the founders to define and scale CS from scratch

Growth perspective:

• Grow into CS Lead

• Opportunity to build the CS function processes and tooling from the ground up

Must haves:

• Female candidate
  
• German name (due to working with mittlestand companies)

• 2years of Customer Success experience in a SaaS company building on the CS motion

• Experience working in a ealry stage startup environment

• Proven customer-facing experience with Mittelstand clients in traditional industries

• Strong stakeholder management and executive presence

• Experience engaging with C-level stakeholders (will talk withPE firms and consultancies)

Nice to haves:

• Technical understanding

Hiring process:

1. Introductory meeting with Stefan (Founder)

2. Follow-up with Lukas (Founder)

3. In-person case study interview

Salary range & secondary benefits:

• 60K100K base 10% variable

• Equity

• Urban Sports Club membership

Feedback windows and SLA:

• <24h feedback window for candidates who fit

• 4-week deliverable window before reassessment

• Bi-weekly check-in calls for updates and calibration

• Slack channel for interview coordination and candidate feedback

Intro video:
Experience:

Manager