Customer Success Manager (f/m/d) at Front Row in Hamburg, Hamburg, DE

At Front Row, we partner with leading brands to accelerate their ecommerce growth. We leverage our capabilities and proprietary technology to design, market, distribute and accelerate brands on a global scale. Our Catapult Team partners closely with clients, crafting solutions that empower brands to make well-informed decisions spanning marketing, logistics, sales, and product management.

As Customer Success Manager (f/m/d) at Front Row, you will be the day-to-day strategic partner for a portfolio of clients, ensuring they derive maximum value from our proprietary Business Intelligence (BI) platform, Catapult. Catapult empowers brands to make impactful decisions through real-time insights and market intelligence. You will combine hands-on client support with a growing ownership of client outcomes: from onboarding and adoption to retention and expansion.

If you have a few years of client-facing experience, enjoy building trusted relationships, and want to take on more responsibility, this role is perfect for you!

The role is full-time, location is Hamburg.

Responsibilities

• You manage a portfolio of clients as their main point of contact, addressing inquiries and challenges related to Catapult and proactively steering each account towards its business goals.
• You lead onboarding and adoption for your accounts, ensuring clients fully leverage Catapult's features and reporting capabilities.
• You monitor account health, drive renewals and identify upsell and cross-sell opportunities across your portfolio.
• You partner with sales, product development, and BI consultants to share client insights, influence the product roadmap, and improve overall client satisfaction.
• You collect and analyze client feedback, turning it into actionable recommendations for platform improvements and additional training needs.
• You prepare and run regular business reviews and reporting for clients, translating data into clear, actionable insights.
• You use CRM and project management tools (such as HubSpot, Office Workspace, and Asana) to track client interactions and manage tasks efficiently.
• You support and share best practices with junior colleagues where appropriate.

Requirements

• You have a degree or training in business administration, marketing, communication, e-commerce, business informatics, or a related field, or equivalent practical experience.
• You bring 2 - 4 years of experience in Customer Success, Account Management, or a comparable client-facing role, ideally within a SaaS or Ecommerce/Amazon consulting environment.
• You have a track record of managing client relationships and contributing to retention and growth results.
• You understand customer needs and consistently prioritize their long-term success.
• You proactively identify challenges and develop practical solutions.
• You have a solid understanding of SaaS products and are comfortable explaining technical topics to non-technical stakeholders.
• You stay calm and organized under pressure, balancing multiple accounts and priorities with a clear head.
• You are comfortable with change and quick to adjust to new situations.
• You can clearly and effectively convey complex topics in German and English.
• Experience with reporting software or BI tools, and familiarity with HubSpot, Office Workspace, Asana, or AI automations, is a plus.

Benefits

Your development

• Diverse projects across established German brands and fast-moving digital pure players
• Full responsibility for your own projects and room to grow professionally
• Unlimited learning budget and Gallup StrengthsFinder to support your development

Your environment

• A diverse, international team with more than 30 nationalities
• Close collaboration with clients on equal footing and a straightforward, no-nonsense mindset
• A modern office in the heart of Hamburg
• Regular after-work events and team retreats

Your flexibility

• Flexible working hours and remote work options
• 20 to 40 vacation days
• One week per year to work from abroad at our Sunshine Office

Your wellbeing and perks

• Mental wellbeing support through OpenUp
• Lunch allowance
• EGYM Wellpass
• Bike leasing, pension plan, and subsidy of the "Deutschland Ticket"