You are interested in the position as Senior Customer Success Manager (m/w/d) at doinstruct Software GmbH?
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Please note that the position is only available to applicants from Germany.
The language requirements for this position are: German - Fluent, English - Fluent.
The estimated salary range from XING does not necessarily correspond to the salary range of this job offer.

We’re on a mission to simplify how organizations onboard, enable, and empower their teams through smart, scalable technology. As we continue growing in the DACH region and beyond, we’re looking for a Senior Customer Success Manager (CSM) to join our team and take ownership of strategic, complex customer relationships: from onboarding and adoption to renewals, expansion, and pre-sales proof-of-concepts (POCs). This role is critical to unlocking long-term customer value and helping us scale our impact across traditional industries with digital ambition.

Activities

• Own a portfolio of B2B SaaS enterprise customers (ARR ~€1.5M), guiding them from onboarding to renewal and growth
• Lead pre-sales POCs (~15% of your time), shaping success during evaluation phases, and accelerating deal conversions of strategic prospects
• Develop outcome-driven Success Plans that align customer goals with our product’s value
• Drive measurable success through adoption, usage analytics, and strategic expansion conversations
• Act as a thought partner to AEs in the sales cycle and post-sale strategy, and collaborate cross-functionally with Product, Support, and Marketing
• Champion customer feedback into product loops and evolve our POC & onboarding playbooks
• Build executive and operational relationships with mid-sized and enterprise accounts across DACH (and occasionally international) markets

Requirements

• 4–6 years of experience in Customer Success, Account Management, or SaaS Consulting, preferably with enterprise or complex accounts
• Familiar with growth-stage SaaS environments (Series A–C), ideally with exposure to industrial or less tech-savvy customer segments
• Comfortable with sales collaboration, having worked with in a commercial field or in close collaboration with AEs
• Highly outcome-oriented — you speak in goals, success criteria, and business impact
• Confident with value storytelling, adoption metrics, and commercial motions
• Strong in project and stakeholder management — from scoping and expectation setting to communicating outcomes
• Collaborative mindset: you’re used to partnering across Sales, Marketing, Product, and Support
• Calm, structured communicator with both executive stakeholders and operational users
• Thrive in fast-paced, ambiguous settings and see yourself as a builder, not just a maintainer
• You speak German fluently and feel comfortable discussing complex scenarios with our customers in their native language

Team

Our Customer Success team is structured into two pods to best support our customers: a Mid-Market pod with 5 CSMs and an Enterprise pod with 3 CSMs. This role sits within the Enterprise pod and reports directly to the Head of Customer Experience. You’ll work closely with high-impact customers on strategic initiatives, product adoption, and long-term value. It’s a tight-knit team that thrives on ownership, close cross-functional collaboration, and delivering measurable outcomes across complex accounts.

Application Process

1. Interview with HR (Leonard)

2. Expert Interview with Head of CX (Lena)
3. Case Study + Presentation
4. Meet the Team

About the Company

Hello!

We are a start-up located in Osnabrück and Berlin and we are developing a low-threshold training and onboarding platform for frontline workers.

In addition to our four founders, doinstruct is made up of a team of talented designers, media designers, educationalists, software developers, project managers and, of course, a strong back office for coordination.

We all work every day to relieve and support companies in their daily work and make them fit for the future - and maybe soon together with you?

We say goodbye to boring instructions!

With our intuitive web app, we offer our customers a video-based, low-threshold training solution for their employees. For simple, complete instruction at eye level and secure certification. Thanks to the new communication method and the modern interface, we can reach every employee.

Multilingual, location independent, 365 days a year.

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Hallo! 
Wir sind ein Start-up aus Osnabrück und wir entwickeln eine niederschwellige Schulungs- und Onboarding-Plattform für Frontlineworker. 

Hinter doinstruct stehen neben unseren drei Gründern ein Team aus vielen talentierten Designern, Mediengestaltern, Didaktikern, Softwareentwicklern, Projektmanagern und natürlich einem starken Backoffice für die Koordination.

Wir alle arbeiten jeden Tag dafür, Unternehmen bei der täglichen Arbeit zu entlasten, unterstützen und zukunftsfähig zu machen und vielleicht bald gemeinsam mit dir?

 

Wir sagen "Tschüss" zu langweiligen Unterweisungen!

Mit unserer intuitiven Web-App bieten wir unseren Kunden eine videobasierte, niederschwellige Schulungslösung für ihre Mitarbeitenden. Zur einfachen, vollständigen Unterweisung auf Augenhöhe und eine sichere Zertifizierung. Durch die neue Kommunikationsmethodik und das moderne Interface erreichen wir jeden Mitarbeiter.
Mehrsprachig, ortsunabhängig, 365 Tage im Jahr.