Customer Success Manager (CSM) - DACH Markets

Diffusely is an AI visual production platform for enterprise that redefines how automotive and fashion brands create and optimize visual content. Its AI-powered solutions help over 1,500 clients streamline production, cut costs, and accelerate time-to-market globally.

At CarCutter , we're redefining automotive sales with AI-driven image technology that helps dealerships and marketplaces sell more cars faster. We provide a cutting-edge SaaS solution trusted by the industry’s top players.

Position Overview :

CarCutter is seeking a highly motivated and customer-focused Customer Success Manager to drive customer satisfaction, retention, and growth across our DACH markets (Germany, Austria, and Switzerland). As a CSM at CarCutter, you will serve as the key post-sales point of contact for car dealerships, marketplaces, and automotive retailers, ensuring they achieve maximum value from our AI-powered automotive imaging platform.

Your Mission :

Drive adoption, deliver business outcomes, and build long-term partnerships that result in retention and growth across the DACH region. You will be responsible for the Strategic accounts, and deliver tailored service to our most valuable customers.

Key Responsabilities :

• Onboarding & Training :
  - Guide new clients through a smooth onboarding process across the DACH region
  - Train users on how to maximize value from CarCutter's platform and features (batch editing, AI background replacement, integrations, 360° tool, API)
  - Ensure time-to-first-value is as short as possible
  - Conduct training sessions in German and English as needed
  
• Client Relationship Management :
  - Manage a portfolio of Strategic accounts across Germany, Austria, and Switzerland
  - Act as the main point of contact for day-to-day strategic client needs
  - Fight for churn and save our most valuable customers
  - Identify expansion opportunities within multi-location dealership groups (5+ - locations)
  - Drive account growth by demonstrating ROI and business impact
  - Identify at-risk accounts early and develop action plans
  - Manage contract renewals and negotiate with customers on service usage and product fit
  - Build trust through regular check-ins and Quarterly Business Reviews (QBRs)
  - Understand clients' business goals and challenges in the automotive retail landscape
  
• Product Adoption / & Utilization & Feedback Loop:
  - Collaborate with Support and Product teams to resolve bugs or user friction points
  - Gather client feedback to inform product roadmap
  - Monitor usage metrics and proactively reach out when engagement drops
  - Recommend features and tools to improve operational efficiency
  - Identify and drive upsell opportunities through added-value features or services (360° spins, custom showrooms, DMS integrations, API usage)
  - Demonstrate business impact through data-driven insights

Your Profile :

• Native or fluent German speaker with excellent English proficiency
• 2+ years of experience in Customer Success, Account Management, or similar customer-facing role
• Experience managing B2B SaaS accounts, preferably in automotive, retail, or technology sectors
• Strong understanding of customer lifecycle management (onboarding, adoption, renewal, expansion)
• Proven track record of managing customer renewals and driving upsells
• Excellent communication and presentation skills (for QBRs and training sessions)
• Analytical mindset with ability to interpret usage data and drive action
• Self-starter with strong organizational and time management skills

Nice to have :

• Experience with CRM platforms (HubSpot preferred)
• Knowledge of the automotive dealership ecosystem in DACH markets
• Technical appetency (understanding of APIs, integrations, or SaaS platforms)
• Experience conducting Quarterly Business Reviews
• Familiarity with AI/ML-powered products or imaging solutions is a plus

Hiring Process :

• Interview with our Talent team
• Interview with your manager, our Head of CSM
• Discuss with our Chief Revenue Officer
• Welcome aboard!