Customer Success Manager

Work location: Hybrid in Munich At Impower, we are developing the future of property management—simple, fast and digital. More than 100,000 people manage over 12 million homes using processes that are often still manual, complex and time-consuming. We support property management companies in reliably digitising these processes step by step—with clear structures, modern software and real practical value. The long-term success of our largest customers does not end at go-live—it begins there. As a Customer Success Manager, you support our most important customers from onboarding onwards, helping them integrate Impower successfully into their everyday work, unlock new potential and work successfully with our platform over the long term. In this role, you combine a deep understanding of processes with strategic customer consulting. You understand the challenges our accounts face and develop sustainable success strategies together with them. Your responsibilities: - Strategically manage our accounts with the aim of building and developing long-term customer relationships. - Develop tailored success plans to ensure product adoption, customer satisfaction and sustainable business success. - Advise customers on optimising their business processes and using Impower successfully. - Identify opportunities for growth and work closely with Sales on upselling, cross-selling and renewal opportunities. - Recognise risks early, actively manage escalations and develop suitable measures to prevent churn. - Work closely with Product and Engineering so that customer feedback is systematically incorporated into further product development. - Hold regular business reviews and advise customers on new product features and their successful introduction. - Build customer references, case studies and testimonials in collaboration with Marketing and Sales to strengthen our market position. - Take responsibility for the success of your own customer portfolio using key metrics such as net revenue retention, churn rate, customer satisfaction (NPS/CSAT) and product adoption. Your profile: - Several years of experience in Customer Success, Account Management or a comparable consultative B2B role. - Experience in strategic customer management, ideally in a SaaS or ERP environment. - Experience in real estate or property management is an advantage. - Strong consulting and communication skills, and the ability to build long-term relationships with decision-makers. - Understanding of complex business processes and an interest in supporting customers sustainably through digitalisation. - A structured approach to work, a high degree of ownership and a strong solution orientation. - Native-level German and very good English skills. Why us? - Responsibility for the long-term development of our most important customers. - Direct influence on customer satisfaction, product adoption and company success. - Close collaboration with Product, Engineering, Customer Success and Sales. - A high degree of creative freedom and the opportunity to actively shape customer strategies. - A diverse, international and agile team. - Modern equipment (Mac or Windows—you decide).