Customer Success Manager (f/m/d)

At Front Row, we partner with leading brands to accelerate their ecommerce growth. We leverage our capabilities and proprietary technology to design, market, distribute and accelerate brands on a global scale.
Our Catapult Team partners closely with clients, crafting solutions that empower brands to make well-informed decisions spanning marketing, logistics, sales, and product management.

Responsibilities

• You manage a portfolio of clients as their main point of contact, addressing inquiries and challenges related to Catapult and proactively steering each account towards its business goals.

• You lead onboarding and adoption for your accounts, ensuring clients fully leverage Catapult's features and reporting capabilities.

• You monitor account health, drive renewals and identify upsell and cross-sell opportunities across your portfolio.

• You partner with sales, product development, and BI consultants to share client insights, influence the product roadmap, and improve overall client satisfaction.

• You collect and analyze client feedback, turning it into actionable recommendations for platform improvements and additional training needs.

• You prepare and run regular business reviews and reporting for clients, translating data into clear, actionable insights.

• You use CRM and project management tools (such as HubSpot, Office Workspace, and Asana) to track client interactions and manage tasks efficiently.

• You support and share best practices with junior colleagues where appropriate.

Requirements

• You have a degree or training in business administration, marketing, communication, e-commerce, business informatics, or a related field, or equivalent practical experience.

• You bring 2 - 4 years of experience in Customer Success, Account Management, or a comparable client-facing role, ideally within a SaaS or Ecommerce/Amazon consulting environment.

• You have a track record of managing client relationships and contributing to retention and growth results.

• You understand customer needs and consistently prioritize their long-term success.

• You proactively identify challenges and develop practical solutions.

• You have a solid understanding of SaaS products and are comfortable explaining technical topics to non-technical stakeholders.

• You stay calm and organized under pressure, balancing multiple accounts and priorities with a clear head.

• You are comfortable with change and quick to adjust to new situations.

• You can clearly and effectively convey complex topics in German and English.

• Experience with reporting software or BI tools, and familiarity with HubSpot, Office Workspace, Asana, or AI automations, is a plus.

Benefits

Your development