TL;DR
We are looking for a strategic, commercially-minded Enterprise Customer Success Manager to join our small, but mighty, CS team. In this role, you will own relationships with our most important customers, ensuring their long-term success while actively uncovering new opportunities to expand our footprint.
Acting as their trusted advisor, you will help them realize the full value of our solutions and play a key role in driving retention, expansion, and account health across your portfolio.
Requirements
4+ years in Customer Success, Account Management, Consulting, or related roles in a B2B SaaS or enterprise software environment.
Proven success in managing, retaining, and expanding enterprise accounts.
Ability to understand complex technical products and communicate them in a customer-centric way.
Strong commercial acumen, able to spot growth opportunities and collaborate with sales to unlock them.
Excellent stakeholder management, presentation, and communication skills, tailoring engagement from users to C-suite.
Highly organized, proactive, and comfortable owning outcomes with minimal oversight.
Data-driven approach to understanding customer behavior, driving decisions, informing strategy, and measuring success.
Experience with Salesforce or other CRM platforms.
Benefits
Remote-first setup with flexible hours and tech of your choice
30 days vacation plus extra days for family sick leave
Competitive salary and stock options for every team member
Monthly sports and mental health support allowance with Oliva
Annual learning and development budget
Monthly team socials and in-person meetups
Dog-friendly Berlin HQ
Why deepset
At deepset, we’re on a mission to make custom AI solutions accessible to every organization. With Haystack, thousands of developers build advanced LLM applications daily, while our enterprise-ready AI Platform helps companies turn large language models into business value. We’re remote-first, flexible, and foster a culture of trust and ownership. You’ll collaborate with top-tier tech talent, tackle meaningful challenges, and help transform complex AI into simple, powerful solutions ready for the real world.
Nice to have
Experience working with enterprise customers.
Experience working in a remote-centric startup environment.
Experience with AI / ML, open-source, or B2B SaaS developer-facing products.
Familiarity with analytics platforms and CSP tools such as Gainsight.
Experience with public sector, finance, or regulated industries.
What you will do
Own the post-sales customer journey for assigned enterprise accounts, ensuring long-term success and value.
Develop and execute customer success plans, including onboarding, adoption, training, and success metrics alignment.
Drive retention and growth by ensuring customers achieve meaningful outcomes and value from our solutions.
Act as the voice of the customer internally, partnering with Product, Engineering, and Sales to champion customer needs.
Lead quarterly business reviews (QBRs), value realization check-ins, and strategic roadmap and customer goal alignment.
Collaborate with Sales to identify, qualify, and support upsell and cross-sell opportunities.
Use data to monitor customer health, identify risks, and implement strategies to drive renewals and expansion.
Assist in building customer success programs and processes to improve customer experience and engagement.
Maintain high levels of customer satisfaction and ensure clear documentation in CRM and other systems.
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Enterprise Manager • Barcelona, Catalonia, SPAIN