Customer Success Manager (SaaS)

About jrni 

jrni Business is Europe's leading appointments software platform, providing consulting-intensive industries with a tailored appointment booking and communications solution. Our intelligent booking tool synchronises the calendars of all resources, calculates available appointments, and sends customers timely reminders — making it the smartest solution on the market. Backed by a passionate, highly motivated team, we work hard every day to elevate our customers' processes to the next level.

About the role

We're looking for a Customer Success Manager to play a central role in implementing and scaling our platform for enterprise customers. You'll own the management, support, and growth of well-known organisations that have demanding data-protection and compliance requirements, and you'll be one of jrni's key contacts for shaping and delivering on customer needs. Working alongside the core team, you'll help expand and internationalise our already strong market position.

This is a chance to make real impact in a growing enterprise SaaS business, with the support and autonomy to do your best work.

What you'll do

• Own the full customer journey for your accounts — from consulting and setup through to go-live.
• Lead project management for jrni Enterprise customers.
• Maintain and grow existing customer relationships to build long-term partnerships.
• Identify cross-sell and up-sell opportunities that create value for customers and the business.
• Ensure high levels of customer satisfaction and retention.
• Communicate regularly with customers to understand and anticipate their needs.
• Advise customers on new products and services.
• Partner with the support team to maintain a high standard of service.
• Handle support requests and run thorough needs assessments.
• Deliver software demonstrations, both for prospects and during go-live.
• Work closely with the marketing and sales (growth) team.

What you'll bring

• Experience in customer success, key account management, (IT) consulting, and/or business development — ideally in a SaaS environment.
• Fluent written and spoken German and business-fluent English. 
• A structured, solution-oriented approach and the ability to work through complex problems effectively.
• Strong communication skills.
• Strong organisational skills and the ability to work independently.
• Comfort working with modern digital tools — for example browsers, Slack, LinkedIn, Monday.com, Confluence, Loom, Microsoft Teams, macOS, and Freshdesk (helpful, not essential).

We know that no candidate matches every line of a job description. If you're excited about this role and bring most of what we're looking for, we'd love to hear from you.

What we offer

• Flexible working hours 
• A supportive, respectful working environment with room to grow and develop
• Meaningful, varied work in an established company with significant enterprise customers
• A dynamic, international team

Equal opportunities

jrni is an equal-opportunity employer. We welcome applications regardless of age, gender, origin, religion, disability, sexual orientation, or family situation, and we assess every candidate on their skills and potential. We're committed to building a diverse and inclusive team where everyone can do their best work.

If you need any adjustments to the application or interview process, let us know and we'll be glad to accommodate.

We look forward to your application!