We help frontline operations reach a higher standard of execution by making compliance the backbone of how teams onboard, train, and work day to day. Our customers operate in logistics, manufacturing, food production, and other environments where precision and consistency matter, and our next stage of growth is a scalable, data-driven post-sale motion that reinforces operational excellence across their sites.

We’re hiring a Scaled Customer Success Manager to own our SMB customer segment. You’ll manage a broad portfolio, drive adoption and renewals, and design a digital-first journey that removes manual overhead. If you enjoy combining customer interaction with automation, process ownership, and measurable outcomes, this role gives you the room to build something that lasts.

What you’ll do

• Manage a portfolio of roughly 150 SMB accounts (<150>

• Build a predictable, scaled customer motion by combining structured onboarding, automated lifecycle touchpoints (Digital CS), and focused human support where it matters most, for example personal kickoffs, webinars, and office hours

• Build reporting and operational visibility in Planhat; define triggers, health metrics, and signals that help us act early instead of react late.

• Identify adoption gaps and unblock them quickly through content, playbooks, or process improvements.

• Work with Product, Support, and Sales to turn insights into product improvements, clearer workflows, and smarter rollouts.

• Shape our long-term CS model by creating a repeatable journey that can later scale to larger segments.

‍ Who you are

• 2+ years in Customer Success or a related GTM role, ideally in SaaS environments where scale and automation aren’t optional.

• Comfortable managing a broad portfolio without losing depth or clarity.

• Data-driven by default; you rely on signals, dashboards, and leading indicators to prioritize your week.

• Strong communicator who can guide traditional, operational customers with confidence and structure.

• Solid project and stakeholder management skills; you can run multiple onboardings while improving underlying processes at the same time.

• Fluent in German and confident navigating discussions with operational and managerial stakeholders across the DACH region.

• Motivated by ownership, not maintenance; you want to build something that raises the bar for how CS operates.

What success looks like

You’ve learned the product, nailed onboarding basics, and established consistent execution across your portfolio.

6 Months

You’ve identified the main friction points, implemented automation or process fixes, and improved early adoption rates.

12 Months

You’ve built a functioning scaled journey that drives predictable renewals, surfaces expansion signals, and reduces reactive work for the entire CS team.

⭐ Why this role is interesting

• You get full ownership of a segment that can shape the future of our CS model.

• You’ll build a digital customer journey from the ground up, with strong ownership and room for your ideas, using best-in-class tools like Planhat and AI-based video generation.

• You drive both the operational motion and the system behind it.

• You work in a space with real complexity: multilingual frontline training, compliance requirements, and non-digital-native customers.

• You’ll see the impact of your work directly in adoption, renewal rates, and expansion potential.

• You join a Series A company at the point where structure, automation, and data discipline genuinely move the needle.

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At doinstruct, you can make full use of your skills and play an active role in the further development of our start-up. And yes, we attach great importance to a positive working atmosphere, maximum transparency, communication at eye level, and support every step of your personal and professional development.

Even if you don't tick all of the boxes, but you are motivated and want to work with us, you are very welcome to apply.

We embrace diversity and hire people based on their ability to perform a job. People of any race, gender, gender expression, sexual orientation, religion, age, disability, political opinion, or marital status are welcome at doinstruct.

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For questions or remarks please reach out to our Talent Acquisition Manager, Leonard, at leonard.mielke@doinstruct.com.