Customer Success Manager / Business Analyst B2B SaaS (f/m/d)

Customer Success Manager / Business Analyst B2B SaaS (f/m/d)

Veritaskai 6, 21079 Hamburg
Full-time / Part-time
Published on: Sep 14, 2026

Join the team!

Your benefits with us:

• Comprehensive Onboarding: Ready to go from day one - with a structured introduction and continuous guidance from a dedicated mentor.
• Responsibility & Diverse Projects: You take ownership of supporting our InfraCloud customers and help shape our growing processes.
• Culture & Collaboration: A dynamic yet tight-knit, appreciative atmosphere, a supportive team, short communication paths, open doors - pragmatic, solution-oriented, and at eye level.
• Autonomy & Ownership: Plenty of room to design and trust in your expertise - with support whenever you need it.
• Continuous Growth: Learning-on-the-job, alongside internal and external training sessions to help you level up.
• Powerful Tools: A wide range of software and communication tools for efficient customer support, requirement gathering, documentation, and collaboration.
• Flexibility That Fits: Flexible working hours, a working hours account, and hybrid work options - for a better work-life balance.
• Pension & Mobility: Company pension scheme allowance, as well as subsidies for the "Deutschlandticket" or parking.
• Fitness & Health: Subsidies for Urban Sports Club or Hansefit, plus additional offers as part of our corporate health management program.
• Extras to Brighten Your Day: Free drinks, numerous team events, employee benefit portal, birthday vouchers, and many other social benefits.

Your Tasks:

• You support our InfraCloud customers as the central point of contact for the platform, helping them resolve their inquiries with a solution-oriented approach.
• You collect customer feedback and requirements in a structured way, specify new features together with users, and translate them into user stories for our dev team.
• You plan and conduct customer onboardings and training sessions, explaining technical concepts in a clear, target-audience-appropriate manner.
• You assist with user questions and technical issues, coordinate resolutions with product development, and reliably follow up on open tickets.
• You continuously create and improve training materials, guides, wiki articles, and tutorial videos, communicate new InfraCloud features, monitor support needs, and help build standardized customer success processes and KPIs.

Your Profile

• Several years of hands-on experience in Customer Success, SaaS environments, Account Management, Software Support, Technical Account Management, or Implementation Management.
• Experience as a Business Analyst, Requirements Engineer, or in a similar role; experience specifying requirements and writing user stories is a plus.
• Strong communication skills, a passion for direct customer contact, and a reliable, service-oriented attitude.
• High tech affinity and the ability to quickly and independently get up to speed with a software platform and new features.
• A structured, autonomous, and reliable way of working with a strong solution-oriented mindset, along with very good German and good-to-excellent English skills. Your formal education background is secondary to us. What matters most is your personality, your skills, and relevant practical experience. An interest in digital solutions for infrastructure, construction, or technical applications is a plus, but not a requirement.

Have we sparked your interest?
Then send us your CV or more to career@hydromapper.de or via the link below.
If you have any questions, feel free to contact our recruiter, Kerstin Pöpplau, at +49 151 705 91 700! Don't tick every single box? Apply anyway - we will develop the rest together with you.

---------------
-> Apply on Stepstone! [
](https://www.stepstone.de/stellenangebote--Vermessungsingenieur-w-m-d-3D-...)---------------