Senior Customer Success Manager SaaS (mfx)

As a Senior Customer Success Manager SaaS (m/f/x) you are responsible for ensuring that all customers using Rail-Flows Software-as-a-Service solutionsrealize the maximum possible valuefrom our products.
Your core mission is tosystematically analyze product usage across the entire customer baseidentifydeviations from expected or potential usage and proactively intervene where needed to improve adoption satisfaction and long-term retention.

For large and strategic customers you take a deeper more individualizedapproachengaging regularly at senior level conducting on-site and remote reviews and ensuring that Rail-Flows solutions evolve in line with customer expectations and business needs.

KeyResponsibilities

• Continuouslymonitorand analyze product usage across all SaaS customersto assess adoption levels andrealizedcustomer value against defined expectations and benchmarks.
• Systematically identify deviationsfrom expected usage or value realization and prioritize customers requiring proactive engagement.
• Proactively approach customers with usage or value gaps offering guidance enablement and targeted support to increase adoption andrealizedbenefits.
• Design and delivertargeted enablement measures such astrainings refresh sessions and best-practice workshops to improve customer usage maturity.
• Takestrategic ownership of key enterprise customers including regular in-depth reviews and quarterly on-site or remote engagements to assess satisfaction value delivery and future needs.
• Act as thecentral feedback interface between customers and Product/Engineering translating insightsimprovementideas and gaps into structured input for the product roadmap.
• Own customer health and renewal readiness actively tracking contract timelinesidentifyingchurn risks early and driving mitigation measures in close collaboration with internal teams.
• Work closely withSales Product Engineering and Supportto ensure aligned customer outcomes stable operations and scalable customer success processes.
• Ensure transparency and consistency throughHubSpot CRM maintaining customer context usage insightsidentified risks actions taken renewal outlooks and success reporting.

• Help shape the future by shifting traffic from road to rail
• Work on cutting-edge marketplace and software solutions that impact the entire logistics industry
• Become part of a dynamic international team where senior management brings extensive experience from both corporate and startup environments
• International work environment with locations in Frankfurt Hamburg Izmir and Rotterdam
• Enjoy a high level of creative freedom and decision-making power supported by an attractive overall package that includes:
  • Hybrid working options including fully remote work for several weeks
  • Budget for your professional development
  • High-quality IT equipment of your choice
  • Various team events

The freight tech scale-up Rail-Flow with over 170 employees is revolutionising efficiency and access to rail freight and intermodal transport. The innovative Rail-Flow-platform offers customised solutions such as marketplace collaboration CRM and transport management tools that optimise all processes along the rail logistics value chain.

By speeding up processes and increasing the competitiveness of rail transport Rail-Flow makes a decisive contribution to shifting transport from road to rail and thus to reducing CO2 emissions. Over 500 companies - which include rail freight companies rail freight forwarders intermodal operators and shippers - already rely on Rail-Flows solutions.