Senior Technical Customer Success Manager

About Venn

Venn is the sovereign AI platform for real estate. We turn each company’s data, knowledge and way of operating into its own Company Brain, then build bespoke applications and AI agents on top of it to grow revenue, reduce costs and improve performance. The intelligence stays the customer’s proprietary asset and compounds over time.

More than 270 owners and operators run on Venn across 30 states and five countries. Our customers include Related, Bozzuto and Kairoi Residential in the U.S. and Grand City Properties in Europe. Our platform is approaching one million homes, and our contracted revenue has more than quadrupled in the past year. Venn has raised over $140 million from investors including Group 11 and NOA, and recently acquired a16z-backed Zuma to accelerate our AI agents.

Our mission is to make sure AI sharpens what makes a real estate company different, instead of erasing it. Come build it with us

About the Role

Venn partners with a leading German residential property company that manages a large portfolio across the country. As our Senior Technical Customer Success Manager in Berlin, you will own this strategic relationship end to end, from onboarding and implementation through long-term adoption. You are hands-on and technical: you understand the client's business and systems, and you build the automations, implementation tools and training that make the rollout succeed.

You will be the client's primary point of contact and their voice inside Venn, working closely with our Product, Engineering, Support and Data teams. You work independently, see the big picture, and drive results without waiting for direction.

After 12 months, success means the rollout phases are live on schedule, adoption targets are met across the client's teams, and the client sees Venn as a trusted long-term partner. [REVIEW: confirm the 12-month success measures] As Venn grows in Germany, you will have room to help build the customer success function here. 

Responsibilities

• Own the client relationship end to end, as the primary point of contact for stakeholders from property managers to leadership
• Lead onboarding and implementation on the client side together with Venn's Product and Engineering teams: timelines, stakeholders, configuration, integrations and go-lives
• Build automations, implementation tools and processes that make onboarding faster and repeatable
• Design and deliver training programs and materials, building the client's self-sufficiency on the platform
• Drive adoption across a large, distributed portfolio, including property management, customer service and back-office teams
• Understand the client's priorities and systems, and translate them into clear, prioritized requirements for Venn's Product team
• Investigate technical issues with the client and work with Venn's Support and Engineering teams to resolve them [REVIEW: align with Eli on what Support covers (language, hours, location) and adjust this line]
• Track and report on user engagement and value against agreed KPIs, including regular business reviews and steering meetings
• Navigate German-specific requirements and stakeholders, such as data protection (GDPR) and works council processes
• Share German market and localization insights to help shape Venn's product for Europe

Requirements

• 5+ years in customer-facing roles in B2B SaaS, such as Customer Success, Technical CSM, Implementation or Solutions
• Technical background: hands-on with integrations, APIs, data and automation or no-code tools, and comfortable troubleshooting technical issues
• Proven track record leading enterprise software implementations with multiple stakeholders
• Business-fluent German and English (C1 or higher), written and verbal
• Independent self-starter who takes ownership, sees the big picture and engages confidently with senior stakeholders
• Willingness to travel regularly, within Germany and to Venn's offices abroad
• Based in Berlin and eligible to work in Germany [REVIEW (HR / Deel)

Nice to Haves

• Experience in German residential real estate (Wohnungswirtschaft, Hausverwaltung) or with software for the property sector
• Proptech, startup or scale-up experience
• Familiarity with ERP environments such as SAP, and with CRM, support and project management tools
• Experience building customer success processes or playbooks from scratch
• Experience working with international teams across time zones