Senior Customer Success Manager

Most CSM roles right now offer you Copilot a few prompt templates and a vague mandate to use AI more. This isnt one of those roles.

Were rebuilding customer success from the ground up around AI agents working alongside our team and we want a senior CSM to come in and lead that transformation in practice. Full tool freedom. Greenfield architecture. Direct collaboration with our CEO our Head of Customer Success and an external GTM strategist who is helping us design this build.

And the goal is not automation for its own sake. The goal is customer outcomes: every operator gets answers from Wunder instantly information retrieval feels frictionless and every customer feels like they have a Wunder expert on call. Automation is a means. Better faster more useful customer experiences are the end.

Wunder Mobility is the white-label software platform powering bikesharing and carsharing operators across Europe North America and Asia. Were a 40-person team at growth stage profitable enough to be patient and ambitious enough to bet hard on AI.

Tasks

What Youll Own

• Strategic account management own a portfolio of senior customer relationships. Drive adoption expand usage surface upsell and lead renewals. You are the operators primary commercial and operational counterpart at Wunder.
• Migration & launch lead new customers from signature to live operations alongside our delivery team. Set the bar for how a Wunder onboarding feels.
• AI-first customer experience design and ship the AI agents and workflows that make our customers experience of Wunder feel frictionless instant answers expert-on-call accessibility faster resolution. Outcomes not automation metrics.
• Function-level transformation youre not just using AI in your own role; youre actively shaping how the CSM function works. Patterns you prove out get adopted across the team.
• Coaching & influence raise the bar for the team around you. Mentor share patterns push thinking lift outcomes.

Requirements

About You

• 5 years in Customer Success Account Management or a closely related role in B2B SaaS ideally on technically complex or operationally demanding products.
• Youve already started pushing AI into your day-to-day. You have opinions. Youre probably frustrated by how slowly your current employer is moving on it.
• Senior in seniority not in inertia. You still want to roll up your sleeves and build.
• Commercially sharp: comfortable owning revenue leading negotiations navigating renewals and difficult conversations.
• Operationally credible with technical buyers: integrations APIs SLAs project plans dont scare you.
• Excellent written and spoken English. German is a strong plus.
• Hamburg-based or willing to relocate.

Benefits

What We Offer

• Compensation OTE depending on experience.
• Tool freedom no Copilot lock-in. Frontier models agent frameworks and any tool that gives you leverage. You decide your stack.
• Greenfield mandate youre not retrofitting AI onto a legacy CSM playbook. Youre helping write the new one with executive air cover.
• Direct collaboration the CEO the Head of Customer Success and an external GTM strategist are in the build with you.
• Community part of the House of AI community in Hamburg and San Francisco. Spend up to two weeks per quarter at the House of AI in SF.
• Stage a profitable growth-stage B2B SaaS company with real customers real revenue and real ambition.

Practicalities

• Start date: as soon as possible ideally Q3 2026.
• Location: Hamburg hybrid.
• Contract: permanent German employment contract (initially fixed-term for 24 months).
• Reports to: Head of Customer Success Management.

How to apply

Send us your CV plus a short note (or Loom or anything else surprise us) explaining: (1) the most meaningful customer outcome youve owned end-to-end and (2) how youre using AI in your CSM work today and what you wish you could do but cant in your current setup.

We read every application. We respond fast.