Peak Atlas

06 · Customer Success · Mid-level

Customer Success Manager – Programs & Handovers

You make sure customers keep working after the project, and know when they'll need us again.

Our programs end with a handover. For the result to hold afterward, someone needs to accompany customers, bundle follow-up questions, and spot deviations early. That's you.

Application by email · one question, two to four sentences · no portal

Cut-out composition: a brass loom on a marble console weaves three burgundy ribbons into a smooth sheet of parchment – a metaphor for processes that deliver reliably.
Area
Customer Success
Seniority
Mid-level
Work location
Würzburg · at customer sites · remote by arrangement
Contract & compensation
in the initial consultation

What the role is measured on

Three results instead of a task list.

These are the criteria by which we jointly check whether the work is effective. No target figures on a website – we set those with you.

  1. 01

    Ongoing operation

    Handed-over routines and systems keep running at the customer after the project: verified, not assumed.

  2. 02

    Response time

    Follow-up questions and issues are answered and documented within the agreed time.

  3. 03

    Repeat orders

    Follow-on need is recognized and cleanly handed to sales, without sales pressure in the support conversation.

Areas of responsibility

Five areas you own.

  • Cut-out composition: a brass paper press on walnut wood releases stacked cream-colored sheets with burgundy markings – a metaphor for workflows that reliably deliver results.
  • 01

    Onboarding

    Guide customers from order to implementation: expectations, contacts, timeline.

  • 02

    Regular meetings

    Hold regular walkthroughs with customers: numbers, open points, next steps.

  • 03

    Handover safeguards

    After the project ends, check whether routines, SOPs, and systems keep running; feed deviations back.

  • 04

    Issues & follow-up questions

    Take in requests, prioritize them, and resolve them with Delivery, documented traceably.

  • 05

    Follow-on need

    Recognize when a customer needs another program, and bring in sales cleanly.

Your start

The first 90 days – as orientation, not as a test.

The order and content are realistically derived from our daily work. The actual pace depends on you and the ongoing projects.

  1. 30 days

    Know programs and customers

    You learn our packages, handover standards, and ongoing customer relationships.

  2. 60 days

    Look after your own customers

    You run regular meetings, document requests, and take on first handover safeguards.

  3. 90 days

    Routine established

    Support, issue intake, and follow-on handover run on a fixed, documented process.

What you bring

Three things have to be right. The rest is learnable.

Must

  • You've looked after B2B customers after a project or within a program, with responsibility for satisfaction and renewal.
  • You're organized enough that nothing gets left behind, and honest enough to raise problems early.
  • You understand how a sales process is mapped in the CRM and can guide customers through it.

Helpful

  • Experience in consulting, agency, or SaaS customer support.
  • Routine with ticket or task systems and documentation per SOP.
  • First sales experience, to recognize follow-on need without pushing.

When it's not a fit

Fairness first: if one of these points describes you, we both save ourselves the conversation.

  • You'd like to hear from customers as little as possible after the contract is signed.
  • You find documentation a waste of time.
  • You see support conversations primarily as a sales opportunity.
Burgundy linen book with a walnut spine, fanned-out pages, velvet ribbon and chrome clasp on deckle-edge paper – a metaphor for knowledge that works as a practical tool.

Get to know our work

What you would work on – already visible today.

Real projects, published books and service pages from our portfolio. None of it was invented for this page.

How we work together

The same rules as with our customers.

  1. 01

    Every measure has a number before and after.

    We work on pipelines, processes, and accounts that are visible at month end. Anyone who prefers presenting good intentions won't be happy with us.

  2. 02

    We say what we can't do.

    Customers learn openly which services we don't offer. The same applies internally, including in the interview.

  3. 03

    We build so that it runs without us.

    The goal of every collaboration is the handover. Anyone who wants to make themselves indispensable works against the principle.

  4. 04

    A conversation instead of a process.

    No portal, no standard rounds. We read what you write and reply personally.

Framework

Peak Atlas is headquartered in Würzburg. A large part of the work takes place at customer sites or remotely.

We clarify contract type, scope, compensation, and work location in the initial consultation, openly and concretely, not only after several rounds. That's why you won't find salary bands or deadlines on this page.

Cut-out composition: two white sculptural hands reach toward each other across a burgundy-and-gold bridge with a Peak Atlas motif – a metaphor for collaboration and reliable business relationships.

Your path to us

Three steps. No portal.

  1. 01

    Write to us

    Answer the one question about the role in two to four sentences and send it by email. No cover letter, no résumé upload; a profile link is enough.

  2. 02

    Initial consultation

    We talk about your answer, the role, and the framework: contract type, scope, compensation, work location. You get the same honest answers we give customers.

  3. 03

    Work sample & decision

    A small, realistic task from the role's daily work, discussed together. Then both sides decide.

A light marble sculpted hand over paper maps on a wooden drafting table with a brass compass.

Frequently asked questions

What applicants ask us about this role.

Your question missing? Just ask it in your application – we'll answer personally.

How many customers will I look after?

That depends on program scope and phase and will be discussed in the interview. The standard is that every customer has a fixed regular meeting and a reachable contact person.

Am I responsible for renewals?

For recognizing it and handing it cleanly to sales, not for negotiating. The separation is deliberate.

How technical is the role?

You don't have to set up a CRM, but you need to understand how it's used and be able to guide customers through simple questions.

Where is the work done?

The headquarters is in Würzburg; customer meetings take place remotely or on site. We'll clarify the details in the interview.

Apply

One question, two to four sentences, one email.

We read every answer ourselves. No cover letter, no upload – a profile link is enough if you have one.

What you send
Your name, the answer to the question, optionally a profile link, and your earliest start.
What happens next
We answer personally and suggest an initial consultation if it fits – or honestly tell you why not.

Nothing is uploaded or stored. The form generates an email draft to contact@peak-atlas.com, which you review and send yourself.

Describe a customer relationship that was about to tip after a project, and what you did to make it hold.

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