Customer Success Manager – Berlin

About the role

As a Customer Success Manager at hygraph, you will be the main point of contact for EMEA customers, helping them achieve technical and business objectives while driving product adoption, retention and expansion. Based in Berlin, you will work closely with Sales, Product and Support teams and report to the Customer Success Team Lead.

Key responsibilities

• Act as a trusted advisor and advocate for customers throughout their journey, from onboarding to product discovery, implementation and expansion.
• Develop deep product knowledge and share best‑practice guidance, feeding feedback to the product team.
• Identify upsell and cross‑sell opportunities and coordinate with the sales team to grow contracts.
• Maintain regular contact with business leaders, developers and other stakeholders, organising check‑ins, business reviews and knowledge‑sharing sessions.
• Connect customers with internal subject‑matter experts and prioritize multiple requests efficiently.

Required profile

• Minimum 3 years of experience in a customer‑facing role such as Customer Success, Technical Account Management or technical consulting.
• Proven experience with headless products (CMS, PIM, e‑commerce or similar) and familiarity with current web and mobile technologies.
• Experience working with annual or multi‑year subscription models and collaborating with solution architects, developers and support teams.
• Strong ability to prioritize competing requests and thrive under pressure.
• Excellent written and verbal English; German is a plus.

Required skills

• Headless CMS platforms
• PIM systems
• E‑commerce tools
• Web technologies
• Mobile technologies