Customer Success Manager – EnerGuide (m/f/d)

Your entry into the future of the real estate industry – directly on the side of the founders and the Head of Growth & Revenue

Enerithm is the digital answer to the most pressing questions of modern real estate. With our AI-assisted SaaS platform, we transform classical energy consulting into a highly scalable, norm-oriented process. While the market is under pressure from national and European guidelines (GModG, EPBD, etc.), we provide the technological infrastructure for the decarbonization of individual buildings and entire portfolios.

Our balance sheet speaks for itself: With an annual growth rate of more than 100% and a customer base, which includes well-known industry leaders, we have impressively delivered the proof-of-concept. Behind Enerithm are founders of TU Dresden who have translated technical excellence and scientific findings into a market-leading product.

We are at the beginning of a massive scaling phase – and our customer base on EnerGuide is growing faster than we have been able to maintain it so far. In order to fully exploit this potential, we are looking for a personality that accompanies our customers from signing the contract to productive use – and from a new customer makes a customer who remains, expands and recommends us.

Your mission: Build customer success – and deliver parallel Our customer success is under construction. First processes and routines stand, but You are not yet so far that You keep with our growth. That's where you're going: You develop the existing one and make it scalable – while the operating daily business is running. In the first months, you enter your accounts yourself and build the structures that later a team works. That should make you irritate and not scare. Developing and scalable processes: onboarding process, playbooks, customer segmentation and CS reporting exist in a first form. You sharpen them, close the gaps and bring them to a level that also carries with significantly more customers. Renewal- & Expansion-Ownership: You carry the number. Contract extensions, up- and cross-sells run over you, measured on GRR, NRR and Expansion Revenue. This is a sales roll, no support function. Onboarding & Time-to-Value: You take new customers out of sales, structure the inclusion of building and portfolio data with the support of our engineering, and systematically shorten the time until the productive use of EnerGuide. Adoption & Health Scores: You define what we recognize healthy accounts, make Churn-Risikens visible early and tax against before an extension wobbles. Segment-specific CS-Motions: Our two customer segments need different support models. You decide where high-touch is needed and where automation carries – and start it with numbers. HubSpot as control center: You configure your work environment yourself: Service Hub, Tickets, Health Scores, Pipelines, Workflows and Dashboards. You're not waiting for someone to do this for you. Interface to Engineering: You bundle customer feedback and bring it back into product development in a structured manner.

This role is not an entry and no further development from the support. We're looking for someone who's done this before. Building experience – Muss-Kriterium: You have built customer success in an early phase B2B-SaaS company from scratch: onboarding process, playbooks and reporting. Not taken over, but developed. Control of key figures – Muss-Kriterium: You work with NRR, GRR, Churn, Time-to-Value, Health Scores and Expansion Revenue. In conversation, you call us the values from your last role and explain how you moved them. HubSpot at configuration level – Muss-Kriterium: You set service hub, tickets, health scores, workflows, sequences and reports on your own. Pure application knowledge is not sufficient for this role. You have our Head of Growth & Revenue as a Sparring partner on your side. Responsibility for sales: You were responsible for renewals and expansion yourself and working on your own number – not just working. Differentiated CS motions: You have played customer segments differently and can justify which support model works with which customer profile. Close to the industry – optional: knowledge of the real estate industry or a basic understanding of energy and refurbishment issues (GModG, energy pass, refurbishment schedule) are a plus, but no requirement – the technical depth provides you with our engineering. Languages: German, good English of advantage.

Design playroom: You shape the processes, playbooks and standards we are working on in the future – and build the team in the medium term. Direct cooperation: Short decision-making procedures through close links to the management. Market window 2027/2028: In the next two years, a very large number of energy certificates will be issued. Together with our product developments, this creates an exceptionally high upsell potential – precisely in the accounts you represent. Compensation without lid: Attractive fixed salary plus performance-dependent share, which is measured by customer retention and expansion. Your participation in up- and cross-sells is uncapped. Innovation advantage: You enter a solution that is already established in industry sizes and offers a measurable competitive advantage. Location Dresden: A team on site that works together and decides together – no distributed remote setup. .