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Scaled Customer Success Manager (Berlin)

Kombo· Customer Success
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Berlin OfficeFull-timePosted 1mo ago

About the role

Berlin-based on-site role building and owning the scalable customer success motion for Kombo’s scaled segment, including automation, in-product enablement, and selective 1:1 engagements to drive adoption, renewals, and expansion.

Responsibilities

  • Own net revenue retention and the customer experience across a $2M book of business managing over 100 scaled customers.
  • Build the motion that guides customers through the whole post-sale lifecycle. Design and run onboarding, adoption campaigns, expansion triggers, risk signals, and the renewal flow.
  • Build the automation engine behind it: one-to-many campaigns that land the right touchpoint at the right time, drive adoption, recover stuck customers, and upsell.
  • Own the self-serve customer experience. Tell product what makes setup and scaling hard, so it gets fixed. Build educational materials that help customers get going on their own.
  • Your first projects: build the onboarding flow that powers ~20-30 onboardings next quarter, plus the system that tracks customer health at scale.

Qualifications

  • Expertise in Customer Success, Revenue Operations, or Solutions, with experience of working on a portfolio of 100+ accounts.
  • Owned a revenue target for a scaled segment. Ability to spot growth signals in usage and customer behavior data and turn them into expansion opportunities.
  • Automation-first mindset with experience sending hundreds of emails, in-app nudges, and workflows that feel natural.
  • Willingness to work with engineers and technical customers; comfortable with APIs and solving high-level technical problems; curious to learn product details.
  • Experience automating work with AI (e.g., n8n, Zapier, Notion, or LLMs) and able to walk through a build from idea to impact.
  • Ability to read and tweak SQL queries and set up dashboards.

Skills

Required:Customer SuccessRevenue OperationsAutomation
Last updated Sep 30, 2026. Interested? Apply on the company site.
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