Senior Customer Success Manager

Your Tasks

• Own adoption, retention, and expansion across our digital-services customers – from first successful use through to growing, multi-team deployments
• Build the Customer Success function from the ground up: onboarding motions, health metrics, playbooks, and the operating rhythm that lets it scale as we grow
• Run a high-touch, outbound motion – you'll spend your time with customers, building real relationships with scientists, students, and department leads alike
• Turn customer wins into scientific success stories and reference cases the whole community can learn from
• Connect customers to one another and cultivate an active community around our digital tools
• Grow existing accounts – spotting where value is emerging, expanding usage, and opening the conversation upward to department and institutional leadership
• Partner closely with product, sales, science, and marketing to carry the voice of the customer back into what we build
• Use AI and automation to scale your reach and sharpen your read on customer health

Your Skills

• 5+ years in Customer Success, account management, or a comparable customer-facing role, ideally in a technical or scientific software environment
• Strong software fluency – you're comfortable reading and writing code and reasoning about scientific and data workflows; you can sit with a customer's pipeline and understand it
• A track record of clear, credible communication across very different audiences, from PhD students to department heads
• Genuine curiosity about technology and about the science our customers do
• Comfort using AI tools in your own work, with a sense for where they add real leverage
• Excellent communication skills in English

Bonus – we'd love it if you also bring:

• Experience having applied AI in a customer or product context (built, deployed, or operationalised something)
• A PhD in a scientific domain – structural biology, materials science, crystallography, electron microscopy – or experience supporting scientific-software users
• Experience building or scaling a Customer Success function

We Offer

• A successful and growing high tech company in an international, scientific environment
• To join the global leader in HPC X-ray detectors for science and industry. Our Developers design cutting-edge detectors to support the state of the art science and technology
• An international work environment formed by more than 170 experienced engineers, scientists and other professionals. The company languages are German and English
• Excellent, flexible working arrangements to enable professional development and personal life balance
• An attractive working environment: modern infrastructure with wheelchair-accessible rooms, small fitness room, underground car park, subsidised meals, free snacks and drinks, various company events, internal and external training, home office options, after-work beers and other joint leisure activities