Senior Customer Success Manager

Senior Customer Success Manager

With offices in Chicago and Stuttgart MARKT-PILOT is a high-growth SaaS company helping industrial machinery manufacturers (OEMs) price smarter. Our pricing performance platform unifies market intelligence, pricing decisions, and performance measurement for aftermarket parts, enabling teams to optimize pricing, increase revenue and margins, and deliver a better customer experience.

We are looking for a Senior Customer Success Manager to manage and grow relationships with a portfolio of industrial OEM customers. In this role, you will act as a trusted advisor, partnering with key stakeholders to drive adoption, deliver measurable business outcomes, and ensure long-term success with our platform.

You will own the full customer lifecycle post-sale, from onboarding and value realization to retention and expansion. This role requires a strong balance of strategic thinking and hands-on execution, as you navigate complex customer organizations, lead business reviews, and proactively identify opportunities to increase customer value.

As part of a fast-growing, data-driven SaaS environment, you will collaborate closely with Sales, Product, and Engineering while contributing to the continuous improvement of our Customer Success approach. If you enjoy working with customers, driving impact, and operating in a high-growth environment where you can take ownership and shape outcomes, we'd love to meet you!

What we expect you to own and run with:

Own Customer Relationships

• Manage a portfolio of ~15–20 enterprise and mid-market customers
• Build strong, trust-based relationships across multiple stakeholder levels, including executives

Drive Customer Value & Outcomes

• Lead regular business reviews and strategic conversations focused on ROI and value realization
• Align customer goals with measurable outcomes and track success over time

Retention & Risk Management

• Proactively identify churn risks and develop mitigation strategies
• Act early and decisively to ensure long-term customer retention

Expansion & Growth

• Identify and drive upsell and cross-sell opportunities in partnership with Sales
• Contribute directly to net revenue retention and expansion targets

Customer Success Planning & Execution

• Develop tailored success plans for each customer
• Monitor adoption, engagement, and performance using data and analytics

Cross-Functional Collaboration

• Partner closely with Sales, Product, and Engineering
• Advocate for customer needs and translate feedback into actionable insights

Operational Excellence

• Maintain accurate account data, forecasts, and customer health metrics
• Continuously improve processes and contribute to Customer Success best practices

Which boxes you need to check:

Experience

• 3+ years in Customer Success, Account Management, or similar customer-facing roles
• Strong experience in B2B SaaS environments
• Experience working with pricing, CPQ, revenue optimization, or data-driven products is highly preferred

Customer & Business Acumen

• Proven ability to manage complex customer relationships and multiple stakeholders
• Experience leading business reviews and executive-level conversations
• Strong commercial mindset with a track record of driving retention and growth

Technical & Analytical Skills

• Ability to understand and communicate complex SaaS solutions
• Comfortable working with data, dashboards, and analytics to drive decisions

Ways of Working

• Structured, proactive, and highly organized
• Comfortable in a fast-paced, high-growth environment
• Strong ownership mindset with the ability to operate autonomously

Tools

• Experience with CRM systems such as Salesforce or HubSpot
• Familiarity with Customer Success platforms and analytics tools is a plus

Travel

• Willingness to travel approximately 1–2 times per month to meet customers

What we offer:

Inspiring Team Culture

• Enjoy regular team events, modern downtown Chicago offices, and a dynamic work environment that fosters innovation and collaboration.

Flexible Working Hours

• Enjoy the freedom to design your workday with flexible hours and a hybrid work option, allowing you to balance time between home and our vibrant downtown Chicago office.

Generous Paid Time Off

• Recharge with 25 paid vacation days each year to relax, explore, or focus on personal growth.

Sick Leave

• We care about your health and well-being. In alignment with Chicago's Paid Sick Leave Ordinance, you will receive 5 day of sick time per year to be used

Transit Benefits

• Simplify your commute with our Transit Benefits Program, which provides subsidies for public transportation.

Divvy Annual Subscription

• Love a green commute? Enjoy a free Divvy bike share subscription, making it easy and eco-friendly to get around.

Comprehensive Benefits Package

• We offer premium medical plans, including dental, vision, and life insurance, so you can focus on what matters most.

Financial Support

• Benefit from a 5% 401(k) match and an annual Learning and Development budget to support your professional growth.

Supportive Parental Leave

• Take advantage of 3 months of paid parental leave to be there for your loved ones when they need it the most.

$120,000 - $130,000 a year Salary based on experience

Our MARKT-PILOT DNA

The best thing about working at MARKT-PILOT? Our people.

Piloteers are bold, think creative and bring diversity to our crew. We are driven by an entrepreneurial spirit, by the purpose of our work and we are empowered by the motivation we get from supporting each other. Together, we are revolutionizing an entire industry and activating not only the full potential of manufacturers, but our own as well!

At MARKT-PILOT, we are looking for top talent - people who want to take ownership, unleash their entrepreneurial potential, and really get things moving. We know that talent comes in a variety of shapes - the broad range of backgrounds, skills, experiences, and expertise in our crew is the fuel for our rapid growth.

Working at MARKT-PILOT means working with:

Zero gravity: Explore your talents, leverage your strengths, grow with us, and become a game changer by helping to solve one of the biggest problems our customers are facing today. Nothing can stop us; we are ready to take off and excited about the journey ahead of us - we will fly high right up to the sky (and even higher) to fulfill our purpose.

Zero stereotypes: At MARKT-PILOT, there is no room for stereotypes. Come as you are and help us in building a brave and colorful crew. You will work among inspiring co-pilots, visionary leaders, being able to be your authentic self. We offer you a safe space to share your opinion, learn from mistakes & feedback and ask questions at any time.

Zero limits: We are committed to our mission and trust in our piloteers. On the journey to reach our ambitious goals it is important to us that we don't restrict you, but encourage creative thinking, entrepreneurial behavior and push innovative ideas.