Senior Customer Success Manager (f/m/d) - Berlin oder München

IDnow is a leader in digital identity and fraud prevention in Europe with a mission to transform trust into the most powerful asset in the digital world, empowering enterprises with AI-driven, SaaS-based identity solutions that deliver scalable security, adaptive compliance, and real-time fraud prevention. Through its broad portfolio of digital identity and fraud prevention solutions, IDnow establishes, maintains and enriches trust throughout the customer journey, ensuring businesses can confidently and securely operate while leveraging digital identity to drive growth, security and scalability.

The company has offices in Germany, United Kingdom, Romania and France, and is backed by renowned institutional investors, including Corsair Capital and Seventure Partners. Its portfolio of international clients spans a wide range of end markets including financial services, telecommunications, travel & mobility, gaming, and other industries.

This position is based in Berlin or Munich, Germany.

We are seeking a proactive and relationship-driven Customer Success Manager to join our team. This critical role will be responsible for driving customer retention, product adoption, and long-term expansion through structured, value-focused engagement. The successful candidate will serve as the primary point of contact for our customers after onboarding, working cross-functionally to deliver exceptional experiences and ensure customers achieve their desired outcomes with IDnow’s solutions.

Key Responsibilities

• Build and maintain strong post-onboarding relationships with users and decision-makers on the customer side
• Lead regular business reviews and value discussions to ensure customers realize ROI
• Drive product adoption by guiding customers through best practices, onboarding milestones, and optimization opportunities
• Monitor customer health, identify risks early, and implement mitigation strategies
• Act as the internal voice of the customer toward Product and Marketing
• Collaborate with the Service Desk to escalate and resolve operational or technical issues
• Develop a strong understanding of IDnow’s products and services
• Identify upsell and cross-sell opportunities and collaborate with Sales teams to close them
• Support renewal cycles by coordinating with the Renewal Manager and preparing relevant customer insights
• Provide structured reporting on customer satisfaction, NRR, and adoption KPIs for your book of business
• Contribute to the continuous improvement of Customer Success processes and play an active role in IDnow’s post-sales transformation journey
  
  

Preferred Experience

• Bachelor’s degree in Business, Economics, IT, or related field preferred
• Proven experience in Customer Success, Account Management, or Consulting, ideally in a SaaS, fintech, or technology environment
• Strong communication and presentation skills with the ability to influence stakeholders at multiple levels
• Experience working with high-profile enterprise clients and engaging effectively with senior management
• Excellent analytical skills with experience interpreting customer metrics, usage data, and health indicators
• Empathetic and customer-centric mindset with proactive communication style
• Ability to manage multiple customer relationships simultaneously in a structured and outcome-driven way
• Experience collaborating with cross-functional teams such as Sales, Renewals, Product, and Service Desk
• Familiarity with MEDDPICC, SPICED, or similar value-selling frameworks is a plus
• Fluency in German and English required

Perks & Benefits

• Health & Wellbeing:Use your full access to the mental health platformnilo, including 1on1 sessions.
• We valuepersonal and professional development:make full use ofUdemy, our training platform with 24/7 access and unlimited content/course consumption incl. certification.
• We make yourremote work comfy:we provide support on equipment and offer flexible working hours.
• We value collaboration & love to come together: regularonsite gatherings, internal initiativesand summer parties to connect outside of work.
• May your family require your attention or other reasons apply: use the benefit of ourpaidspecialleave days.
• Enjoy the possibility to combine work with a longer stay at your holiday destination or extend a weekend with our Workcation possibilities.
• In addition to the perks & benefits above, we offerspecific benefits that differ between our locations.

IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: sex, race or ethnic origin, religion or convictions, gender identity, citizenship, marital status, disability, age, or sexual orientation.

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