As Mercura's first Customer Success Manager, you'll own the end-to-end customer journey to ensure every user gets maximum value from our product and to drive retention and growth. You will work closely with the CPO, sales, and engineering teams to translate customer needs into product priorities and measurable outcomes. This is a full-time, on-site role based in Munich that will directly shape product adoption and company growth.

What you'll do

• Own the end-to-end customer journey from sales support through onboarding, adoption, and expansion.
• Act as the main point of contact and trusted partner for customers, driving satisfaction and long-term partnerships.
• Lead onboarding and implementation to ensure quick time-to-value and sustained engagement.
• Run workshops and training sessions to accelerate product adoption and share best practices.
• Translate customer feedback into actionable insights and influence the product roadmap.
• Develop deep product and customer expertise and champion customer needs internally.
• Help customers unlock measurable savings and efficiency gains and support them during key negotiations.
• Manage accounts to drive retention, growth, and long-term strategic partnerships.
• Collaborate closely with the CPO, sales, and engineering teams to ensure customer feedback shapes development priorities.

What Mercura is looking for

• 1+ years of experience in customer success, account management, or managing client relationships in SaaS, B2B, or consulting.
• Strong communicator who can engage confidently with C-level stakeholders and build trusted relationships.
• Proactive, empathetic, and people-oriented team player committed to creating lasting satisfaction and business value.
• Strong problem-solving skills and an analytical mindset to understand and present complex issues clearly.
• Pragmatic, solution-oriented, and motivated to build something and grow with the company.
• Ideally, initial experience with construction, supply chain, or the trades.
• Willingness to work five days a week from Mercura's Munich office, with occasional customer travel.
• Native German and fluent English.