Senior Customer Success Manager - SaaS (m/f/x)

Job description

Your mission As a Senior Customer Success Manager – SaaS (m/f/x), you are responsible for ensuring that all customers using Rail-Flow’s Software-as-a-Service solutions realize the maximum possible value from our products. Your core mission is to systematically analyze product usage across the entire customer base , identify deviations from expected or potential usage, and proactively intervene where needed to improve adoption, satisfaction, and long-term retention. For large and strategic customers, you take a deeper, more individualized approach—engaging regularly at senior level, conducting on-site and remote reviews, and ensuring that Rail-Flow’s solutions evolve in line with customer expectations and business needs. Key Responsibilities: - Continuously monitor and analyze product usage across all SaaS customers to assess adoption levels and realized customer value against defined expectations and benchmarks. - Systematically identify deviations from expected usage or value realization and prioritize customers requiring proactive engagement. - Proactively approach customers with usage or value gaps , offering guidance, enablement, and targeted support to increase adoption and re...