[Hiring] Customer Success Manager @Aunetic Group

Role Description

As our Team Lead Customer Success, you will lead and develop our Customer Success team while remaining a hands-on Customer Success Manager for your own customer portfolio. You will:

• Distribute work within the team, define scalable processes and set clear rules and standards.
• Be the strategic partner for our customers, ensuring they achieve measurable business value with our solutions.
• Guide customers throughout their journey, driving adoption, strengthening relationships, and identifying opportunities for long-term growth.

Your responsibilities will include:

• Lead, coach and develop the Customer Success team, fostering a culture of ownership, collaboration and continuous improvement.
• Distribute customer portfolios, tasks and priorities within the team, ensuring balanced workloads and clear responsibilities.
• Define, document and continuously improve Customer Success processes, playbooks and workflows along the entire customer lifecycle.
• Establish clear rules, standards and KPIs for the team and ensure they are applied consistently.
• Manage your own portfolio of customers as a hands-on Customer Success Manager and lead by example.
• Drive onboarding and adoption for new and existing customers, ensuring they achieve lasting value from our solutions.
• Build strong relationships with key stakeholders and act as a trusted advisor throughout the customer journey.
• Develop and execute customer success plans that help customers achieve their business objectives.
• Proactively identify risks, mitigate churn, and drive customer engagement and long-term loyalty.
• Identify upsell and cross-sell opportunities that create value for customers and contribute to business growth.
• Manage customer contracts, lead renewal discussions, and support sustainable revenue growth.
• Gather customer feedback and collaborate closely with Product, Consulting, and Sales to continuously improve our solutions and services.
• Monitor customer health, adoption, satisfaction, and business outcomes to ensure long-term customer success.
• Build deep, lasting expertise in Internal Audit and stay on top of the current topics shaping the field.
• Act as a trusted advisor and domain voice - sharing your expertise through webinars, talks, or articles on current Internal Audit topics and representing Aunetic at Internal Audit conferences.

Qualifications

• Strong relationship-building skills and a proactive, solution-oriented mindset.
• Several years of experience in Customer Success, SaaS, Account Management, Consulting, or a similar customer-facing role.
• First leadership experience, ideally leading a Customer Success or comparable customer-facing team.
• Proven ability to design and implement processes, rules and standards that make a team scale.
• Strong organizational skills to prioritize, delegate and distribute work effectively within a team.
• Ability to drive adoption, retention, and customer satisfaction.
• Skilled in stakeholder management, communication, and presentation.
• Structured, proactive, and solution-oriented way of working.
• Fluency in German and English, both written and spoken.
• Curious about technology and passionate about customer happiness.
• Experience in Internal Audit, or related domains is a strong advantage.

Benefits

• A strong team: Join a collaborative, international team that genuinely supports each other.
• Freedom & trust: Enjoy a high degree of autonomy, flexible working arrangements and the freedom to shape your approach, priorities and impact.
• Grow through challenges: Build and scale our Customer Success team as a strategic growth area for Aunetic.
• Create meaningful impact: Directly influence how our Audit Software Solution is positioned, marketed and expanded in the DACH market.
• Flexible by design: Work remotely, from one of our offices, or make use of our WorkFlex opportunities.
• Sustainable performance: We offer flexible working hours, 30+ days of annual leave and a culture that values sustainable success.
• Benefits that matter: From gym memberships, bike leasing and employee discounts to team events and development opportunities.