As a Customer Success Manager B2B (all genders), you are the strategic and operational point of contact for our business customers throughout the entire customer lifecycle. You understand their business goals, design the onboarding process, and ensure maximum product adoption through regular check-ins and on-site visits. With your growth mindset, you proactively identify upsell opportunities, reduce churn risks early on, and win back previously inactive or lapsed customers through targeted winback initiatives. 

The role in detail:

• Main contact person for our B2B customers from the handover from sales through onboarding to long-term support.
• Continuous monitoring of customer satisfaction, early detection of churn risks and initiation of targeted countermeasures.
• Strategic reactivation and recovery of terminated or inactive accounts through root cause analysis and tailored value-added offers.
• Planning and conducting regular customer visits and business reviews to strengthen customer relationships and ensure long-term cooperation.
• Identification and support of upsell and cross-sell potential within the existing customer portfolio.
• Documentation in CRM & CS tools as well as close coordination with support, sales and product management for continuous improvement of the customer journey.

WHAT YOU BRING

• Relevant B2B experience: Several years of professional experience in Customer Success Management, Account Management or sales-related Relationship Management.
• Retention & Growth Expertise:  Proven success in churn reduction, onboarding process and identification of upsell & winback opportunities.
• Relationship building & willingness to travel: Strong empathy, excellent communication skills in German and English, and a willingness to visit customers on-site.
• Data-driven & CS mindset: A solid understanding of modern CS metrics (MRR, Churn Rate, Winback rate) and the ability to derive concrete action strategies from them.
• Tech & Tool Know-how: Confident handling of common CRM, support and customer success platforms

WHAT YOU CAN EXPECT FROM US

• Flexibility First: Trust-based working hours, remote work and regular workations in other EU countries for your perfect work-life flow.
• Maximum Ownership:  Plenty of room for your ideas, varied tasks and real responsibility from day 1.
• Uncapped Potential: Attractive base salary paired with a performance-based commission – you determine your growth.
• Diverse High-Performance Culture: An international team that celebrates diversity, leverages synergies and achieves top performance together.
• First-Class Perks: Up to 30 days of vacation, exclusive corporate discounts, company pension scheme with employer contribution and a high-end HQ in the heart of Berlin's Friedrichstrasse.

ABOUT TIGER

FROM TIGER FACILITY SERVICES TO GOODWORKVIBES

Let's be honest: The dusty B2B cleaning industry has been characterized for decades by bland corporate jargon, cheap excuses, and zero transparency. That's about to change.

As part of The Helpling Group, we've proven for years, under the name Tiger Facility Services, how to impress thousands of B2B clients in offices, practices, and agencies with maximum operational precision. But the modern workplace has changed – and we're giving the entire industry the long-overdue upgrade: Tiger Facility Services is becoming GoodWorkVibes.

Why are we doing this?

Because today, an office is no longer a deathly boring space where you put in the hours. It's the foundation for employer branding, team performance, and genuine workplace culture. We're combining our unwavering operational ruthlessness behind the scenes (Powered by Tiger Standard) with the finest corporate punk sound the workplace has ever seen.

What can the industry and our clients expect?

We're turning the existing system on its head. We're replacing silent cleaning crews with direct, respectful communication, digital transparency, and a support concept that turns customers into true fans. With us, you're not just another interchangeable "complaint processor," but the strategic partner for office managers and C-level executives. You'll ensure that our contracts not only last but grow – because our customers never want to give up the vibrant atmosphere in their offices.

If you're fed up with reactive support and typical B2B dead ends, and want to set real standards in customer success, then GoodWorkVibes is the perfect place for you.

Learn more about the revolution at:  www.goodworkvibes.com (formerly  www.tigerfacilityservices.com ) 

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