Customer Success Manager (f/m/d)

Mission You intrinsically care about ensuring business owners succeed. As our Customer Success Manager:in at Integral Tax GmbH Wirtschaftsprüfungsgesellschaft, you own the client experience from signed quote to a mandate that runs smoothly: onboarding, identity verification (KYC), know your business (KYB), platform adoption, and early churn prevention. Integral Group was founded in October 2024 and is one of Germany's fastest-growing startups. We're building one of the leading AI-native platforms for accounting, payroll, and tax for business owners. We combine our digital platform with the expertise of tax advisors and auditors. When a founder or managing director of a GmbH or UG needs something to move, you're the person they trust. If you want real ownership of a client base, and you'd rather build the playbook than inherit one, this is your opportunity of the decade. Your Tasks Own the Sales-to-Service handoff: Take full context from Sales: each client's core challenges, prior-advisor situation, expectations, and business goals. Know the mandate cold before onboarding starts. Run onboarding end to end: Guide clients through platform registration, document upload and identity verification, engagement-letter signature, and data takeover from their previous tax advisor. Coordinate final approval with Tax Operations and our Wirtschaftsprüfer. Execute KYC/KYB checks: Collect and verify identification, documentation, and information. Pre-check our client-acceptance (exclusion) criteria, assign risk classifications, and coordinate every step to a final decision. Drive platform adoption: Run intro walkthroughs, teach clients how to navigate the platform, set a check-in cadence, and make sure they actually use it: document uploads, task responses, approvals. Prevent early churn: Monitor the onboarding funnel and engagement signals, own and coordinate mitigation for at-risk clients with Sales and Tax Operations, and make sure we deliver before a client thinks about leaving. Your Profile 3+ years in Customer Success, client onboarding, implementation, or account management in a B2B environment. SaaS, fintech, or professional services (tax, accounting, audit) is a strong plus. German at full professional fluency (C1+) is required, because our clients communicate in German. Fluent English for internal collaboration. Experience with regulated, compliance-heavy processes. Familiarity with KYC/KYB and AML (GwG) is a strong plus. At minimum, you execute precise, documented, checklist-driven work without dropping a thread. You write well. Client emails that are clear, warm, and precise, and internal documentation clean enough for the next person to act on. Comfortable in a CRM, Slack, and Notion, and quick to master whatever internal platform we put in front of you. High empathy and real de-escalation skill. A frustrated client ends the call or email feeling taken care of. High context and high agency. You work across Sales, Tax Operations, and Engineering, cha