Customer Success Manager

About the role

As a Customer Success Manager , you will own the customer journey end-to-end - ensuring every user gets maximum value from Mercura. You'll be involved throughout the full lifecycle: from expert discussions during sales, onboarding users, holding workshops, to expanding existing relationships. Working closely with our product, sales, and engineering teams, you'll translate customer feedback into actionable insights, influence the product roadmap, and drive product adoption. You'll build strong, lasting relationships, proactively engage customers, and develop tailored success strategies that ensure satisfaction and measurable impact. As a trusted advisor, you help customers achieve their goals while advancing Mercura's growth ambitions. What you will be working on Customer relationships: Act as the main point of contact and trusted partner for our enterprise customers customers, driving satisfaction and long-term partnerships. Lead onboarding and implementation : Guide customers through onboarding and implementation - ensuring quick time-to-value and long-term engagement. Develop deep product and customer expertise: Develop a deep understanding of our software and customers, and champion customer needs in the product roadmap. Value creation : Help customers unlock measurable savings and efficiency gains, and support them during key negotiations. Own account success: Drive Mercura's adoption through training and best practices, while managing accounts for retention, growth, and long-term strategic partnerships. Cross-functional collaboration: Work closely with product, sales and engineering teams to ensure customer feedback shapes product development. Shape your own role: Take ownership beyond the day-to-day, build new processes, drive your own projects, and leave a real mark on an early-stage company. For the curious and motivated, this role is as much an opportunity to grow personally as it is to deliver customer value.

Requirements

• You have 1-3 years of experience in customer success, account management, implementation, or managing client relationships in SaaS, B2B, or consulting
• You are a strong communicator, with the ability to engage confidently with C-level stakeholders and build trusted relationships.
• You are a proactive, empathetic and people-oriented team player, committed to supporting others and creating lasting satisfaction and business value.
• You have strong problem-solving skills and an analytical mindset that allows you to understand and present complex issues clearly.
• You are pragmatic, solution-oriented, and motivated to build something and grow with us
• Ideally, you have initial experience with construction, supply chain, and the trades
• You are willing to work five days a week from our Munich office with a higher intensity than in a 9-5 job, with occasional customer travel
• You are native in German and fluent in English
• Note : Studies show that men often apply when they meet only part of the criteria, while women and marginalized groups tend to wait until they meet every requirement. If this role excites you and you believe you could grow into it, we'd love to hear from you.
• Why Mercura
• Work with the latest tech : AI is at the core of our product, and use the latest tech across our product and processes to tackle meaningful challenges and shape how users interact with AI.
• Thrive in a high-growth, high-commitment environment : We're growing extremely fast because we always put our work and our customers first. If you excel in fast-paced settings and want to grow as part of something big from day one, Mercura is for you.
• Build for a market most people underestimate: We automate work in a

Benefits

Additional Information

Mercura ( YC W25 ) helps the companies that build the real world move at software speed, automating the back-office work that runs the $12 trillion industry behind every hospital, school, and power plant. We started with one of their biggest bottlenecks - turning messy technical requests into accurate quotes - and grew to $2M ARR in our first year . With a team of 16, we're now targeting $10M by the end of 2026 as well as our expansion into the US.

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