Senior Customer Success Manager - DACH

About Anaconda

Be at the center of AI

Anaconda is built to advance AI with open source at scale, giving builders and organizations the confidence to increase productivity, and save time, spend and risk associated with open source. 95% of the Fortune 500 including Panasonic, AmTrust, Booz Allen Hamilton and over 50 million users rely on the value The Anaconda AI Platform delivers through a centralized approach to sourcing, securing, building, and deploying AI. With 21 billion downloads and growing, Anaconda has established itself as the gold standard for Python, data science, and AI and the enterprise-ready solution of choice for AI innovation. Anaconda is backed by world-class investors including Insight Partners. Learn more at https://www.anaconda.com.

Summary:

The Customer Success (CS) team at Anaconda is the primary relationship layer between our platform and the enterprise organizations that depend on it — from data scientists and IT architects to security teams managing open-source risk at scale. We help customers get real, measurable value from Anaconda's product suite by building trust, showing up prepared, and staying curious about what each customer is actually trying to solve.

This role is a key hire within Anaconda's EMEA go-to-market build. You'll operate as the CS anchor within a geo-aligned pod — partnering directly with an Enterprise AE, BDR, and SE to go deep into accounts across DACH, Nordics, and Benelux, from executive engagement to end-user adoption.

As a Senior Customer Success Manager (CSM), you own a portfolio of strategically significant enterprise accounts and operate as a senior voice of the customer across the organization. You're not here to manage relationships — you're here to set the standard for how we engage. That means arriving prepared, thinking ahead, driving expansion, and leaving the function stronger than you found it.

What You'll Do:

• Own a portfolio of enterprise accounts ($6M+ USD book of business). Build deep relationships across complex organizations — from end users and technical buyers to C-suite and VP-level executives — well beyond the initial point of contact.
• Arrive at every customer interaction with a prepared point of view. Draw on health scores, product usage data, and engagement signals to drive conversations forward and deliver clear value at each touchpoint. No filler meetings.
• Maintain rigorous account documentation — success plans, stakeholder maps, risk flags, expansion signals, monthly account pulses, and agreed next steps — that reflects the true state of each account and sets the standard for the broader team.
• Collaborate with Sales, Product, and Engineering to support customer goals, mitigate risk, and advocate internally for what customers actually need — not just what's easy to deliver.
• Partner as the CS anchor within a geo-aligned pod (AE, BDR, SE, CSM) — owning the customer relationship continuity that makes renewal and expansion conversations possible. When an AE opens a new door, you've already built the trust that keeps it open.
• Experience managing enterprise accounts in DACH — with cultural fluency and the ability to build senior relationships in-region. German language skills are required.
• Proactively research and identify new business units, personas, and decision-makers within your accounts. Craft targeted outreach to expand your stakeholder map and surface expansion opportunities — operating with the same rigor as a business development function when the situation calls for it.
• Contribute to playbook development, CS engagement templates, and team best practices. Senior CSMs are expected to leave the function stronger than they found it.
• Leverage AI tools and workflows to research accounts, synthesize usage signals, and prepare for customer interactions -- using available technology to work faster and show up smarter.
• Mentor and coach less experienced CSMs through deal reviews, account strategy sessions, and informal guidance — translating personal experience into repeatable, teachable approaches.

How Your Impact Will be Measured:

• Net revenue retention across your enterprise portfolio
• Customer health score trends and reduction in at-risk accounts
• Quality and completeness of success plans and account documentation
• Expansion pipeline sourced from within