Senior Customer Success Manager (f/m/d)

At Front Row, we partner with leading brands to accelerate their ecommerce growth. We leverage our capabilities and proprietary technology to design, market, distribute and accelerate brands on a global scale.
Our Catapult Team partners closely with clients, crafting solutions that empower brands to make well-informed decisions spanning marketing, logistics, sales, and product management.

Responsibilities

• You serve as the strategic point of contact and trusted advisor for our most important clients, owning their long-term success.

• You lead the onboarding and adoption strategy for key accounts, ensuring clients fully leverage Catapult's features.

• You proactively drive retention, renewals, and expansion opportunities across your client portfolio, identifying upsell and cross-sell potential.

• You partner with internal teams, including sales, product development, and BI consultants, to influence the product roadmap and improve overall client satisfaction and retention.

• You mentor and support your Customer Success Manager colleagues, sharing best practices and helping to build an overall successful team.

• You collect and analyze client feedback to identify opportunities for platform improvements and additional training needs, and translate these into actionable recommendations.

• You use CRM and project management tools (such as HubSpot, Office Workspace, and Asana) to track client interactions and manage tasks efficiently.

Requirements

• You bring several years of experience in Customer Success, Account Management, or a comparable client-facing role, ideally within a SaaS or ecommerce/Amazon consulting environment.

• You have a track record of managing and growing high-value client relationships and driving measurable retention and expansion results.

• You deeply understand customer needs and consistently prioritize their long-term success.

• You proactively identify challenges and develop effective, strategic solutions.

• You stay calm and focused under pressure, balancing multiple priorities while keeping a clear head.

• You are comfortable with change and quick to adjust to new situations.

• You have a solid understanding of SaaS products to provide expert customer support, and you know how to communicate effectively with internal teams such as Software and Product.

• You have experience with reporting software such as Catapult; familiarity with HubSpot, Office Workspace, Asana, and AI automations is a plus.

• You can clearly and effectively convey complex topics in German and English.

Benefits

Your development