Senior Customer Relationship & Success Manager

We're looking for a Senior Customer Relationship & Success Manager to join our growing team at the intersection of Solution Engineering and Customer Success. Our mission is simple: to deliver the best customer experience our customers have ever had, and this role sits at the heart of that. In the first 6 months, you'll operate as a Senior IC, owning key customer relationships and refining our onboarding and success practices. Over time, you'll take on a team lead responsibility within our Customer Solutions team, while remaining hands-on as an IC, because we believe the best leaders stay close to the work they're optimising. This is a great fit if you thrive in a hybrid IC/lead role, genuinely care about MedTech, and want to help shape how we build our customer org at an exciting stage of growth.

Responsibilities

Own a portfolio of strategic accounts in the European region, driving adoption, retention, and expansion; Lead annual business reviews and success planning with stakeholders from end users to C-level; Identify upsell and cross-sell opportunities, partnering with the AE team to drive them forward, with ownership over customer satisfaction, usage, and retention metrics; Refine and drive efficiency of onboarding processes while maintaining an excellent customer experience, and systematically drive user adoption through automation; Prioritise with key customers to ensure satisfaction and surface actionable insights for product development; Grow into a lead role of the Customer Solution team, driving best practices, coaching the team, managing escalations, and identifying product development needs, while continuing to operate as a strong IC

Requirements

5+ years in Customer Success, Account Management or Sales in a B2B SaaS environment; Proven track record of managing accounts and driving net revenue retention growth through renewals, upsells, and cross-sells; Strong consultative skills; Experience in an account management or hybrid Customer Success / Solution Engineering role with real commercial responsibility; Genuinely enjoys being a hands-on IC and energized by staying close to the customer process; Strong communication skills in English; Based in Europe with European citizenship, active working visa, or self-employed as a full-time contractor

Nice to have

Ideally fluency in German; Experience in MedTech, digital health, or regulated healthcare; Background in a Series A-C SaaS company; Experience leading a team; Experience with enterprise customers across the DACH region

Benefits

Join a fast-growing, well-funded European startup backed by experienced founders and investors; Be part of a mission-driven health-tech company whose work directly improves people's lives; Take end-to-end ownership of core operational processes that keep the company running; Play a key role in scaling Flinn, shaping how operations work as we grow; Work in a high-trust, low-ego environment with autonomy and clear ownership; Enjoy flexible working hours, remote flexibility, and regular team time in Vienna; Work in a net-zero company where all unavoidable CO₂ emissions are compensated with carefully selected, high-quality removal certificates; Receive one of the most employee-friendly equity packages, including fair vesting terms and profit-sharing opportunities; Grow in a professional, high-standard environment that supports long-term personal and career development