Customer Success Manager (f/m/d)

At Front Row, we partner with leading brands to accelerate their ecommerce growth. We leverage our capabilities and proprietary technology to design, market, distribute and accelerate brands on a global scale. Our Catapult Team partners closely with clients, crafting solutions that empower brands to make well-informed decisions spanning marketing, logistics, sales, and product management.

As Customer Success Manager (f/m/d) at Front Row, you will be the day-to-day strategic partner for a portfolio of clients, ensuring they derive maximum value from our proprietary Business Intelligence (BI) platform, Catapult. Catapult empowers brands to make impactful decisions through real-time insights and market intelligence. You will combine hands-on client support with a growing ownership of client outcomes: from onboarding and adoption to retention and expansion.

If you have a few years of client-facing experience, enjoy building trusted relationships, and want to take on more responsibility, this role is perfect for you!

The role is full-time, location is Hamburg.

Responsibilities

• You manage a portfolio of clients as their main point of contact, addressing inquiries and challenges related to Catapult and proactively steering each account towards its business goals.
• You lead onboarding and adoption for your accounts, ensuring clients fully leverage Catapult's features and reporting capabilities.
• You monitor account health, drive renewals and identify upsell and cross-sell opportunities across your portfolio.
• You partner with sales, product development, and BI consultants to share client insights, influence the product roadmap, and improve overall client satisfaction.
• You collect and analyze client feedback, turning it into actionable recommendations for platform improvements and additional training needs.
• You prepare and run regular business reviews and reporting for clients, translating data into clear, actionable insights.
• You use CRM and project management tools (such as HubSpot, Office Workspace, and Asana) to track client interactions and manage tasks efficiently.
• You support and share best practices with junior colleagues where appropriate.

Requirements

• You have a degree or training in business administration, marketing, communication, e-commerce, business informatics, or a related field, or equivalent practical experience.
• You bring 2 - 4 years of experience in Customer Success, Account Management, or a comparable client-facing role, ideally within a SaaS or Ecommerce/Amazon consulting environment.
• You have a track record of managing client relationships and contributing to retention and growth results.
• You understand customer needs and consistently prioritize their long-term success.
• You proactively identify challenges and develop practical solutions.
• You have a solid understanding of SaaS products and are comfortable explaining technical topics to non-technical stakeholders.
• You stay calm and organized under pressure, balancing multiple accounts and priorities with a clear head.
• You are comfortable with change and quick to adjust to new situations.
• You can clearly and effectively convey complex topics in German and English.
• Experience with reporting software or BI tools, and familiarity with HubSpot, Office Workspace, Asana, or AI automations, is a plus.

Benefits

Your development

• Diverse projects across established German brands and fast-moving digital pure players
• Full responsibility for your own projects and room to grow professionally
• Unlimited learning budget and Gallup StrengthsFinder to support your development

Your environment

• A diverse, international team with more than 30 nationalities
• Close collaboration with clients on equal footing and a straightforward, no-nonsense mindset
• A modern office in the heart of Hamburg
• Regular after-work events and team retreats

Your flexibility

• Flexible working hours and remote work options
• 20 to 40 vacation days
• One week per year to work from abroad at our Sunshine Office

Your wellbeing and perks

• Mental wellbeing support through OpenUp
• Lunch allowance
• EGYM Wellpass
• Bike leasing, pension plan, and subsidy of the "Deutschland Ticket"