Customer Success Manager (f/m/d)

As a Customer Success Manager (CSM) at ONEKEY, you will own a portfolio of international B2B enterprise customers using our Product Cybersecurity & Compliance Platform. You will drive adoption, measurable customer value, retention, and growth while building trusted relationships with stakeholders ranging from technical users to senior decision-makers.

You do not need to be a cybersecurity engineer, but you should enjoy working with a complex technical product and be curious about product cybersecurity.

‍Work at the Forefront of Product Cybersecurity & Compliance
Are excited to work in a highly relevant and rapidly evolving field shaped by new technologies, regulatory requirements, and growing security demands.

Thrive in an International Environment
Enjoy working with leading global organizations across different industries and collaborating with international colleagues and cybersecurity experts across Europe.

Take Ownership and Make an Impact
Want to take meaningful responsibility for customer value, retention, and growth while actively shaping and further developing Customer Success at ONEKEY.

• Full-time position with flexible working hours and a hybrid workplace
• Work alongside a world-class cybersecurity expert team across Belgium, Germany and Hungary
• A scale-up environment with meaningful room to shape how we work
• A flat hierarchy and an open, supportive and transparent working culture
• Highly competitive compensation and state-of-the-art equipment
• Opportunities to meet and collaborate with colleagues across Belgium, Germany and Hungary
• Prime office location “above the rooftops of Düsseldorf”

Own Your Customer Portfolio & Drive Value
Build trusted relationships, define success criteria and turn ONEKEY’s capabilities into measurable outcomes. Use customer signals to identify risks and opportunities early.

Lead Customer Conversations
Independently lead onboarding, regular check-ins and business reviews with technical and business stakeholders.

Understand Complex Use Cases
Understand what customers want to achieve, connect their needs with platform capabilities and identify genuine gaps. Involve Customer Engineering or technical experts where deeper expertise is required.

Own Customer Topics & Escalations
Ensure customer issues reach the right internal experts and maintain clear follow-through. You are not expected to solve technical support issues yourself. What matters is that you understand the customer context, ask the right questions, involve the right experts and keep ownership of communication and coordination until the topic is addressed.

Own Renewals & Drive Growth
Own the renewal process, proactively address commercial risks, and identify and close meaningful upsell and cross-sell opportunities.

Collaborate & Shape Customer Success
‍Work closely with Sales, Customer Engineering, Support and R&D while actively helping improve our customer journey, processes, playbooks, KPIs and success methodology.

B2B SaaS Customer Success Experience
3+ years of hands-on Customer Success experience, ideally with complex, technical or enterprise products. Comparable Account Management or strategic consulting experience can also be relevant.A university degree is a plus, but relevant professional experience matters most.

Confidence in Customer-Facing Situations
You confidently lead conversations with experienced technical users and senior decision-makers and remain structured and proactive in complex or challenging situations.

Curiosity for Technical Complexity
Technical complexity makes you curious rather than uncomfortable. Previous cybersecurity, Product Security or compliance knowledge is a strong plus, but not required; genuine interest and willingness to learn are essential.

Customer & Commercial Mindset
You connect customer objectives with measurable value, retention and growth, build trust across stakeholder levels and drive topics forward across teams.

Structured & Proactive Execution
You work independently, prioritize effectively and use data and customer context to focus your time where it creates the most value.

You are fluent in English and German.