Senior Customer Success Manager - DACH Job at Anaconda (Berlin)

Job Description

The Customer Success (CS) team at Anaconda is the primary relationship layer between our platform and the enterprise organizations that depend on it — from data scientists and IT architects to security teams managing open-source risk at scale. We help customers get real, measurable value from Anaconda's product suite by building trust, showing up prepared, and staying curious about what each customer is actually trying to solve. This role is a key hire within Anaconda's EMEA go-to-market build. You'll operate as the CS anchor within a geo-aligned pod — partnering directly with an Enterprise AE, BDR, and SE to go deep into accounts across DACH, Nordics, and Benelux, from executive engagement to end-user adoption. As a Senior Customer Success Manager (CSM), you own a portfolio of strategically significant enterprise accounts and operate as a senior voice of the customer across the organization. You're not here to manage relationships — you're here to set the standard for how we engage. That means arriving prepared, thinking ahead, driving expansion, and leaving the function stronger than you found it.

Job Responsibility

Own a portfolio of enterprise accounts ($6M+ USD book of business). Build deep relationships across complex organizations — from end users and technical buyers to C-suite and VP-level executives — well beyond the initial point of contact
Arrive at every customer interaction with a prepared point of view. Draw on health scores, product usage data, and engagement signals to drive conversations forward and deliver clear value at each touchpoint. No filler meetings
Maintain rigorous account documentation — success plans, stakeholder maps, risk flags, expansion signals, monthly account pulses, and agreed next steps — that reflects the true state of each account and sets the standard for the broader team
Collaborate with Sales, Product, and Engineering to support customer goals, mitigate risk, and advocate internally for what customers actually need — not just what's easy to deliver
Partner as the CS anchor within a geo-aligned pod (AE, BDR, SE, CSM) — owning the customer relationship continuity that makes renewal and expansion conversations possible. When an AE opens a new door, you've already built the trust that keeps it open
Experience managing enterprise accounts in DACH — with cultural fluency and the ability to build senior relationships in-region. German language skills are required
Proactively research and identify new business units, personas, and decision-makers within your accounts. Craft targeted outreach to expand your stakeholder map and surface expansion opportunities — operating with the same rigor as a business development function when the situation calls for it
Contribute to playbook development, CS engagement templates, and team best practices. Senior CSMs are expected to leave the function stronger than they found it
Leverage AI tools and workflows to research accounts, synthesize usage signals, and prepare for customer interactions -- using available technology to work faster and show up smarter
Mentor and coach less experienced CSMs through deal reviews, account strategy sessions, and informal guidance — translating personal experience into repeatable, teachable approaches

Requirements

6+ years of experience in customer success, account management, or a related field — with a demonstrated track record managing large enterprise accounts (10,000+ employees) and a $6M+ book of business with accountability for retention and growth outcomes
Demonstrated ability to build and navigate relationships across complex organizations, including VP and C-suite stakeholders
Proficiency with CS platforms, CRM tools, and health scoring methodologies to drive data-informed account management
Prospecting and outreach acumen — able to research accounts, map key stakeholders, and build pipeline from within your book using tools, data, and creative outreach strategies
Experience working with technical buyers — IT, engineering, security, or data science teams — and the ability to translate technical risk and product capability into clear business impact
Comfortable using AI-assisted tools in day-to-day work -- research, documentation, outreach drafts, account prep. Not a power user requirement, but an open-minded practitioner
Exceptional verbal and written communication skills across all levels of an organization, including executive audiences
Bachelor's degree or equivalent experience
Willingness to travel up to 25% for customer onsite visits, executive business reviews, and key account engagements.

Nice to have

Experience in a high-growth or early-stage company where the playbook wasn't written yet — you've helped build structure from scratch, operated without hand-holding, and stayed effective when priorities shifted underneath you
Familiarity with open-source ecosystems, software package management, dependency management, or supply chain security — and the ability to speak credibly to technical buyers about license compliance exposure and vulnerability workflows
Experience engaging Director-level and above IT, Engineering, and Data Science stakeholders on topics like Anaconda's Package Security Manager, Anaconda Core, or enterprise deployment options
A history of contributing to team infrastructure — playbooks, engagement templates, peer coaching, or process improvements that raised overall team performance
Experience in a high-growth, open-source, or data science-oriented company where customer needs evolve quickly and the product is still maturing
Experience using AI tools in a CS or AM context -- health score analysis, stakeholder mapping, outreach drafting, or QBR prep. Bonus if you've helped your team adopt or standardize AI-assisted workflows
You embody our values — Curious by Default, Build Together, Own It, and Lead with Guts and Heart — and our behaviors: Clarity, Care, and Candor
You care deeply about building environments and have proven track record of driving urgency for the customer while internally pulling all teams across the company to support your customer, account, and geo book of business

What we offer

You'll thrive in a high-performance environment where results are recognized and rewarded
Your work directly contributes to shaping the future of data science, machine learning, and AI in the enterprise
You'll work alongside a collaborative team that values diverse, thoughtful discussion, clarity and candor
You'll be supported by a culture that puts employees first - with flexible hours, a fully remote setup, and a genuine commitment to your wellbeing and growth

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