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 realized benefits.
• Design and deliver targeted enablement measures, such as trainings, refresh sessions, and best-practice workshops, to improve customer usage maturity.
• Take strategic ownership of key enterprise customers, including regular in-depth reviews and quarterly on-site or remote engagements to assess satisfaction, value delivery, and future needs.
• Act as the central feedback interface between customers and Product/Engineering, translating insights,improvement ideas, and gaps into structured input for the product roadmap.
• Own customer health and renewal readiness, actively tracking contract timelines,identifying churn risks early, and driving mitigation measures in close collaboration with internal teams.
• Work closely with Sales, Product, Engineering, and Support to ensure aligned customer outcomes, stable operations, and scalable customer success processes.
• Ensure transparency and consistency through HubSpot CRM, maintaining customer context, usage insights,identified risks, actions taken, renewal outlooks, and success reporting.