🎯Join Atlas Metrics on our mission is to make the sustainability impact of companies fully transparent.

💻 We’re building the market-leading technology platform for organizations to track their Environmental, Social, and Governance (ESG) data and manage their sustainability performance.

⭐️Join a team of talented sustainability experts, software engineers, and product builders!

🚀 Series A stage, backed by top VCs including Cherry Ventures, B2Venture, and GFC.

We are looking for a Customer Success Manager to drive exceptional outcomes for our customers. This role is ideal for someone with 1-3 years of experience in Customer Success in a B2B SaaS environment, who is fluent in German (mother tongue), and who has a passion for delivering exceptional value within the ESG world.

As a Customer Success Manager, you will support customers as they embark on their ESG journey and onboard on our Atlas Metrics platform. You will focus on onboarding new customers, expanding accounts (upsell & renewals), increasing retention, and ensuring customer satisfaction.

Key Responsibilities

Onboarding Excellence

• Lead comprehensive onboarding for new customers, ensuring seamless adoption and integration of our platform.
• Collaborate with customer stakeholders to define goals, timelines, and Success Plans.
• Provide tailored training and education, ensuring customers have the knowledge and skills to maximise the platform's value, including new features.
• Monitor onboarding progress, proactively addressing challenges to ensure successful activation.

Customer Engagement & Support

• Serve as the primary point of contact, building strong, trust-based relationships with customer leadership.
• Guide customers on organisational strategy, governance, change management, and best practices.
• Conduct regular check-ins and business reviews to assess satisfaction, address concerns, and provide ongoing support.
• Respond promptly and effectively to customer queries and feedback to maintain high satisfaction levels.

Strategic Growth

• Develop and review Success Plans to identify and deliver ROI opportunities for customers.
• Actively identify upsell and cross-sell opportunities to maximise customer value (i.e. by utilising 1-to-many outreach strategies).
• Monitor customer usage and adoption metrics, analysing trends to identify areas for improvement.
• Proactively address customer needs, creating strategies to drive their success with the product.
• Own renewal conversations with a focus on full platform adoption and additional module recommendations.

Cross-functional Collaboration

• Work closely with internal teams to advocate for customer needs and ensure seamless support.
• Assist with cross-departmental projects, including Asana tasks and collaborative initiatives.

Process Development and Documentation

• Develop, refine, and document processes to enhance customer success and ensure consistency in service delivery.

Requirements

• We’re looking for someone who thrives in a fast-paced, customer-focused environment:
• 1-3 years of experience in Customer Success, Account Management, or a similar role in B2B SaaS, with the ability to understand customer needs and provide thoughtful solutions.
• Higher education, ideally in Business, Data, Sustainability, or related fields.
• Proven track record of growing a client portfolio and achieving retention goals.
• Strategic thinking with the ability to prioritise tasks based on value and interdependency.
• Excellent verbal and written skills in German (mother tongue and English (C1 level) to effectively engage with diverse stakeholders across various levels.

Skills and Knowledge

• Expertise in reviewing customer objectives and delivering ROI through Success Plans.
• Strong presentation and creative problem-solving skills.
• Familiarity with ESG principles and SaaS platform features (preferred).
• Proficiency with tools like Hubspot, Asana, Notion, and Slack; or experience in process development or operational tasks is a plus.
• Eager to learn, open to feedback, and able to adapt quickly in a fast-paced, evolving environment.

Location

Berlin or Remote within Europe Union.

Benefits

We value you and your work, at all times. If you join Atlas, you will receive:

• Competitive salary
• Generous equity package
• A family-friendly work environment with flexibility and understanding around the hours you work
• Nilo.health Account
• Learning and Development Yearly Budget
• 28 days of vacation (+1 added every year)
• A new MacBook and a budget for accessories & equipment
• Urban Sports membership (or something similar of your choice)
• Regular co-locations and offsites to strengthen a great culture across geographies

Why join Atlas Metrics?

• Work with a world-class team: Collaborate with a world-class team of ESG experts, engineers, and designers.
• Join a purpose-driven mission: Make a meaningful impact by helping organizations easily measure and manage their sustainability performance, accelerating the global transition to sustainable business models.
• Experience growth: Thrive in a high-growth startup environment that fosters creativity, innovation, and adaptability, as we become the go-to solution for over 50,000 companies affected by upcoming EU regulations.
• Develop professionally: Unlock your potential with numerous opportunities for professional development, skill expansion, and career advancement in a supportive, learning-focused environment.