Your mission
We’ve achieved what most startups only dream of: true Product–Market Fit. With €10m+ ARR, 1,400+ customers, and a 120% Net Revenue Retention (NRR), our product is winning.
However, our growth has outpaced our infrastructure. Until now, we’ve relied on heroic individual efforts and a lot of “tribal knowledge” to get us here. To scale to the next stage, we now need process, data, and strategy.
We’re looking for a SaaS scale-up veteran to take the reins of our high-performing Customer Success organization. This is not a role for someone who simply manages a team. You will be the architect who transforms a reactive service function into a proactive, data-driven revenue engine.
In this role you will
You will inherit a talented, high-energy team and a loyal customer base. Your mandate is to professionalize and scale the operation from
€10m to €50m ARR.- From Art to Science - Move us from “heroics” to repeatable playbooks. You will audit, document, and rebuild our customer journeys across onboarding, renewal, and expansion.
- Build the Hybrid Engine - We serve both SMB and Enterprise customers. You will design a Digital CS (tech-touch) motion for our high-volume segment, alongside a white-glove strategic motion for key accounts.
- Fix the Foundation - Our data is messy. You will own the “source of truth,” partnering closely with Operations and Finance to ensure our CRM and CS tooling accurately reflect reality.
- Elevate the Team - Mentor a young, driven team — including experienced Team Leads — into world-class Customer Success Managers.
What you need to be successful
You’ve seen what “great” looks like. You’ve lived through the chaos of the
€5m–€50m scale-up journey before and know exactly which levers to pull.
- 7+ years of experience in B2B SaaS Customer Success, with direct exposure to scaling an organization from roughly €10m to €50m ARR.
- You don’t see CS as “support.” You see it as a revenue function. You are comfortable owning NRR, GRR, and expansion targets.
- Proven experience managing both high-volume customer bases (1,000+ customers via automation and tech-touch) and high-touch enterprise relationships. You understand that a €5k customer and a €100k customer require fundamentally different approaches.
- You are a strategic thinker who isn’t afraid to get hands-on, whether that’s cleaning a CSV, mapping workflows in Miro, or designing processes from scratch. You value structure.
- You are a clear, confident communicator in German (Native/C1) and English, equally comfortable engaging with C-level stakeholders and supporting junior CSMs.
About us
At deskbird, we empower companies worldwide to navigate the complexities of hybrid work. Our people-centric software enables employees to easily coordinate office schedules, book desks, and collaborate more effectively. For admins, we provide powerful insights and analytics to optimise office operations. As one of the fastest-growing SaaS startups, we are a team of diverse talent from 22 nationalities, with vibrant hubs in Berlin, Munich, Barcelona, Paris, Pfäffikon, Bucharest, Belgrade, Sofia, and Skopje.
If our mission and this role resonate with you, we encourage you to apply, even if you don't meet every single requirement. At deskbird, we value the unique perspectives and contributions that each individual brings. We believe in the potential for growth and the impact we can achieve together. Whether you see yourself as an 80% fit or more, your passion and enthusiasm are what truly matter. Take that step - let’s uncover your potential and shape the future together.
We are an equal-opportunity employer and celebrate diversity, recognising that diverse perspectives and backgrounds enrich our teams and strengthen our organisation. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, colour, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status.
