Senior Customer Success Manager (gn) @ AI Data Venture, Hamburg or Berlin

<p><em><span>This is a Foodlabs portfolio company. Find out more about us and other opportunities in our portfolio </span><u><a href="https://jobs.atlanticlabsfoodlabsplatform.com/jobs" rel="noopener" target="_blank"><span>here</span></a></u><span>. </span></em></p><p></p><p><strong><span>About the Venture</span></strong></p><p><u><a href="https://ingestro.recruitee.com/" rel="noopener" target="_blank"><span>Ingestro</span></a></u><span> is a well-funded, fast-growing SaaS startup (backed by General Catalyst, La Famiglia, Foodlabs, and top-tier angels) transforming how companies handle data integration. With 100+ customers ranging from startups to enterprises and strong product-market fit, we're scaling - and that's where you come in.</span></p><p><span>We're a team of 20+ building AI-powered data onboarding solutions that actually work. </span></p><p><span>Now we need someone to ensure our customers extract every ounce of value from what we've built.</span></p><p></p><p><span>Hamburg or Berlin preferred, but remote is possible for the right candidate.</span></p><p></p><p><strong><span>About the Role</span></strong></p><p><span>This isn't a "slot into our process" role - we don't have a customer success playbook. You'll build one that actually works for our customers, our product, and our stage.</span></p><p></p><p><span>As our </span><strong><span>first customer success hire</span></strong><span> you'll define what world-class customer success looks like at Ingestro - then execute on it. You'll work directly with our founders to turn customer success into a strategic, revenue-driving function that scales with us.</span></p><p><span>If you've seen how great CS teams operate at later-stage companies and have been itching to build that yourself - with full ownership, zero bureaucracy, and direct impact on company trajectory - this is it.</span></p><p></p><p><strong><span>What you'll own:</span></strong></p><ul><li><p><strong><span>Define the playbook</span></strong><span>: Build onboarding flows, retention strategies, expansion frameworks, and success metrics from scratch</span></p></li><li><p><strong><span>Drive revenue</span></strong><span>: Identify upsell opportunities, reduce churn, and prove CS as a growth engine, not just a cost center</span></p></li><li><p><strong><span>Be the customer voice</span></strong><span>: Work cross-functionally with Product, Engineering, and Sales to shape roadmap priorities based on real customer needs</span></p></li><li><p><strong><span>Scale yourself:</span></strong><span> Document what works, hire when the time is right, and transition from doer to leader as we grow</span></p><p></p></li></ul><p><strong><span> Day to Day</span></strong><span>:</span></p><ul><li><p><span>Onboard new customers and accelerate time-to-value</span></p></li><li><p><span>Run strategic campaigns for retention and expansion</span></p></li><li><p><span>Analyse usage patterns to identify risks and opportunities</span></p></li><li><p><span>Create meaningful touchpoints throughout the customer journey</span></p></li><li><p><span>Partner with Sales to land-and-expand efficiently</span></p></li><li><p><span>Feed product insights back to the team to drive differentiation</span></p><p></p></li></ul><p><strong><span>What Success looks like: </span></strong></p><ul><li><p><strong><span>3 months</span></strong><span>: You've met our customers, mapped their use cases, and established trust as their go-to advocate. You're handling support seamlessly and have initial hypotheses about what drives success.</span></p></li><li><p><strong><span>6 months</span></strong><span>: You've launched your first retention and upsell campaigns with measurable results. Sales collaboration is tight, and customers are actively engaging with your initiatives.</span></p></li><li><p><strong><span>12 months</span></strong><span>: You've built a repeatable CS motion that drives measurable NRR growth. You own the function, and the company relies on your insights to guide product and GTM strategy.</span></p></li></ul><p></p> <h3>Requirements</h3> <p><strong><span>About You</span></strong></p><ul><li><p><span>You're entrepreneurial and builder-minded - you'd rather create systems than follow them</span></p></li><li><p><span>You've seen customer success done well in B2B SaaS, OR you come from consulting, operations, or VC with strong strategic thinking, customer empathy, and transferable skills</span></p></li><li><p><span>You're comfortable with ambiguity and energized by turning it into repeatable process</span></p></li><li><p><span>You think strategically but aren't afraid to roll up your sleeves</span></p></li><li><p><span>You're obsessed with customer outcomes, not just activity metrics</span></p></li><li><p><span>You communicate exceptionally well in both English and German</span></p></li><li><p><span>Bonus: You've been part of a scaling startup (10-100 employees) and understand what that journey looks like</span></p></li></ul><p><s