Customer Success Manager (m/f/x)

<h2><strong>About the Role </strong></h2><p>We are looking for a Customer Success Manager to own the relationship with the customers connected to our out‑of‑home (OOH) delivery platform. </p><p>You will be the first contact for our customers. You know their numbers, and when a customer is stuck, you are the one who gets things moving inside GLS/NXT. You work at the intersection of product, engineering, data and commercial, and you are measured on customer outcomes rather than on activity. </p><p>This role is perfect for someone who likes owning results across organisational boundaries, is comfortable with data, and can hold their own with a customer's operations director in the morning and our engineering leads in the afternoon. </p><p><strong>What you will do </strong></p><ul><li><p><strong>Own customer relationships: </strong>Act as the main contact for connected customers across markets, from onboarding through to steady‑state growth </p></li><li><p><strong>Drive customer performance: </strong>Own adoption and performance KPIs per customer, such as platform utilisation and integration health, and deliver measurable improvement Resolve blockers: Spot what is holding customers back and bring in the right GLS/NXT teams to solve it </p></li><li><p><strong>Shape the roadmap:</strong> Turn customer requirements into prioritised roadmap input, and separate market‑specific requests from true platform needs </p></li><li><p><strong>Generate insights: </strong>Use platform and operational data (Looker, BigQuery, Mixpanel) to produce insights that customers act on, and share best practices across customers and markets </p></li><li><p><strong>Run a structured engagement rhythm: </strong>Lead monthly reviews and quarterly deep‑dives per customer and track the actions that come out of them </p></li><li><p><strong>Build growth cases: </strong>Identify growth opportunities per market and build the business case for them </p></li></ul><p><strong>What you bring </strong></p><ul><li><p>Multiple years of experience in customer success, account or partner management in a B2B platform, SaaS or logistics‑tech environment</p></li><li><p>A track record of moving KPIs, not just maintaining relationships </p></li><li><p>Hands‑on with data: comfortable in Looker, Mixpanel or SQL/BigQuery, and able to turn numbers into a clear story </p></li><li><p>Experience with technical products and integrations, and credibility with engineers and product managers </p></li><li><p>Strong structuring and communication skills for business reviews, management reports and action follow‑up </p></li><li><p>The ability to influence teams you do not manage, across functions and countries in Fluent English, both written and spoken </p></li></ul><p><strong>Nice to have </strong></p><ul><li><p>German language skills </p></li><li><p>Experience in logistics, parcel delivery or out‑of‑home delivery </p></li><li><p>Familiarity with APIs or platform integrations </p></li></ul><p><strong>What we at GLS/NXT offer </strong></p><ul><li><p>Dynamic workplace: A digital environment with international projects and space to learn and grow. </p></li><li><p>Flexible work environment: Hybrid working mode with a tailored remote policy. Professional growth: A personal budget of €1,000 for learning and development initiatives. Modern workspace: