Customer Success Manager (f/m/d)

Mission

You intrinsically care about ensuring business owners succeed. As our Customer Success Manager:in at Integral Tax GmbH Wirtschaftsprüfungsgesellschaft, you own the client experience from signed quote to a mandate that runs smoothly: onboarding, identity verification (KYC), know your business (KYB), platform adoption, and early churn prevention.

Integral Group was founded in October 2024 and is one of Germany's fastest-growing startups. We're building one of the leading AI-native platforms for accounting, payroll, and tax for business owners. We combine our digital platform with the expertise of tax advisors and auditors. When a founder or managing director of a GmbH or UG needs something to move, you're the person they trust. If you want real ownership of a client base, and you'd rather build the playbook than inherit one, this is your opportunity of the decade.

Your Tasks

• Own the Sales-to-Service handoff: Take full context from Sales: each client's core challenges, prior-advisor situation, expectations, and business goals. Know the mandate cold before onboarding starts.

• Run onboarding end to end: Guide clients through platform registration, document upload and identity verification, engagement-letter signature, and data takeover from their previous tax advisor. Coordinate final approval with Tax Operations and our Wirtschaftsprüfer.

• Execute KYC/KYB checks: Collect and verify identification, documentation, and information. Pre-check our client-acceptance (exclusion) criteria, assign risk classifications, and coordinate every step to a final decision.

• Drive platform adoption: Run intro walkthroughs, teach clients how to navigate the platform, set a check-in cadence, and make sure they actually use it: document uploads, task responses, approvals.

• Prevent early churn: Monitor the onboarding funnel and engagement signals, own and coordinate mitigation for at-risk clients with Sales and Tax Operations, and make sure we deliver before a client thinks about leaving.

Your Profile

• 3+ years in Customer Success, client onboarding, implementation, or account management in a B2B environment. SaaS, fintech, or professional services (tax, accounting, audit) is a strong plus.

• German at full professional fluency (C1+) is required, because our clients communicate in German. Fluent English for internal collaboration.

• Experience with regulated, compliance-heavy processes. Familiarity with KYC/KYB and AML (GwG) is a strong plus. At minimum, you execute precise, documented, checklist-driven work without dropping a thread.

• You write well. Client emails that are clear, warm, and precise, and internal documentation clean enough for the next person to act on.

• Comfortable in a CRM, Slack, and Notion, and quick to master whatever internal platform we put in front of you.

• High empathy and real de-escalation skill. A frustrated client ends the call or email feeling taken care of.

• High context and high agency. You work across Sales, Tax Operations, and Engineering, chase open threads to closure, and push back where a process creates friction instead of removing it.

What we're not looking for

• People who wait to be told what to do.

• "That's not my job" energy at the handoff between teams.

• Anyone who treats compliance and documentation as red tape to skip rather than the thing that protects the client.

Process

We move fast. For the right candidate the whole process takes less than two weeks.

1. Virtual call ​with our Talent Team

2. Virtual call and real case with our Ops Excellence Lead

3. Invitation to our office to meet the team, product, and solve a real case

4. Reference call

Our Offer

• Above market compensation package

• Real ownership of the client relationships' success and satisfaction

• 30 vacation days per year, plus half-days on December 24 and 31

• Urban Sports Club Mitgliedschaft, Sachbezüge/Coupons to over 200 partners or a Deutschland Ticket

• Company pension scheme (bAV)

• Modern equipment setup for your needs to succeed

• Either hybrid in our modern office in the heart of Berlin Prenzlauer Berg or 100% remote

• Weekly team lunches on us, office BBQs, and a dinner budget for late nights after 8 p.m.

• A team of 50+ (and growing) ambitious, diverse experts, 20%+ ex-founders, learning and building together

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