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Pennylane is a fast-growing fintech company building the leading financial operating system for SMEs and accounting firms across Europe. With €225M in funding (including from Sequoia), 900+ employees, and 900,000+ SME customers, the company is expanding rapidly from France into Germany and beyond.
As Customer Success Manager for the Accounting & Taxation vertical in Germany, you will be the voice of customer success, owning the full lifecycle of customer relationships. Your core responsibilities include:
**Customer Onboarding**: Lead comprehensive onboarding for new SME and accounting firm customers, ensuring rapid time-to-value and platform adoption.
**Account Management**: Serve as the primary point of contact for existing customers, building trusted relationships, identifying upsell opportunities, and ensuring optimal platform utilization to achieve their business goals.
**Proactive Engagement**: Conduct regular health checks and business reviews to maximize satisfaction, retention, and prevent churn.
**Cross-functional Collaboration**: Work closely with the German sales team and leadership to optimize processes, gather product feedback, and drive strategic growth in the German market.
**Domain Expertise**: Develop deep product expertise in the German financial and accounting landscape, becoming a trusted advisor to customers on best practices.
**Required Background**: 2–5 years of experience in accounting, account management, or customer-facing roles, ideally in accounting firms, SaaS, or fintech. Formal qualification as a tax assistant (Steuerfachangestellter), tax specialist (Steuerfachwirt), tax advisor (Steuerberater), or degree in finance preferred. Deep understanding of SME and accounting firm needs around finance, invoicing, and bookkeeping is essential.
**Key Competencies**: Excellent communication and empathy; ability to explain complex topics simply; proactive, solution-oriented mindset; willingness to shape processes from the ground up; ~1 travel per month for customer onboarding and visits. Native or C2-level German and fluent English required.
**What Pennylane Offers**: Remote work from anywhere in Germany (with flexibility for EU locations within 2 hours of CET); 30 paid vacation days; competitive salary + equity; home office budget + coworking stipend; Berlin office available; English/French language learning (Busuu); latest Apple equipment; quarterly tech days and annual company retreat.
