Join Our Team
Hi there 👋 - we’re itrinity – a fast-growing portfolio of 8 SaaS companies.
For more than 10 years, we’ve been building and scaling profitable products that millions of people rely on every day. With 30%+ EBITDA growth year after year and a team of 90+ curious, ambitious people, we’re shaping the future of SaaS together.
At itrinity, growth is shared. Through our portfolio-wide ESOP, everyone has the chance to grow alongside the company – because success feels better when it’s collective.
💙 We’re proud of what we’ve built. But even prouder of the people who make it happen. 💙
Let’s Grow Together!
Senior Customer Success Manager
Why Are We Hiring?
We’re looking for a senior, hands-on Customer Success Manager to operate itrinity’s scalable CSM motion. You will own the post-sale customer experience and growth for our highest-value accounts across the Itrinity portfolio. This role is 100% execution-focused: onboarding, adoption, QBRs, renewals, and expansion.
You will operate inside an already-defined success framework and will be expected to deliver exceptional customer outcomes, measurable retention uplift, and consistent revenue expansion and churn prevention systems through high-quality, structured CSM work.
You must be strategic and ruthless about prioritization and comfortable doing high-impact CSM work.
Must-Haves
- 3+ years in Customer Success, Account Management, or Revenue Operations at B2B SaaS companies (preferably >$2M ARR or fast growth stage).
- Proven track record of owning Tier-1 / high-ARPU customers end-to-end (onboarding – renewal – expansion).
- Demonstrated success in improving retention, Net Revenue Retention (NRR), expansion revenue and reducing churn
- Strong experience running QBRs, renewal conversations, and commercial expansion discussions.
- Excellent product intuition & analytics – able to translate usage signals into commercial opportunities and product feedback.
- High level of commercial maturity – can confidently handle pricing conversations, objections, and negotiation within defined boundaries
- Deep experience with the modern stack: CRMs, ticketing, analytics / dashboards and automation tools
- Customer-first, pragmatic mindset: prioritises actions that move retention & expansion quickly.
- Excellent written & verbal English (B2+); can produce crisp playbooks, QBR decks, onboarding docs.
- Strong technical product comprehension (you don’t need to be an engineer, but must be credible with technical users)
- Experience working cross-functionally with Product, Support, Sales, and Marketing.
Nice-to-Haves
- Experience in working with more tech-oriented users and products (DevOps, Uptime monitoring, Email deliverability) (helpful but not required).
- Prior exposure to product-led growth motions and lifecycle automation.
- Experience handling security questionnaires, procurement, or legal-style enterprise renewal flows
- Hands-on with AI-assisted workflows for summarization, QBR drafting, or outreach personalization.
Responsibilities
As a Senior Customer Success Manager, you will fully own a defined portfolio of high-value (Tier-1) customer accounts and be accountable for their activation, adoption, renewal, and expansion
Core responsibilities
- Owning the entire post-sale lifecycle for assigned Tier-1 customers: onboarding, activation, adoption, QBRs, churn prevention, renewals, and expansion.
- Running high-quality onboarding experiences, ensuring customers reach the “aha moment” and Success factor as fast as possible.
- Proactively monitoring customer health, usage patterns, and engagement signals and acting before churn risk materialises.
- Executing churn prevention actions, structured follow-ups, and recovery plans.
- Leading QBRs and strategic success reviews, focused on ROI, usage trends, and growth potential.
- Managing renewals end-to-end, including 90/60/30-day cycles and commercial conversations.
- Identifying opportunities and delivering expansion revenue (upsell, plan upgrades, usage expansion) within defined commercial frameworks.
- Acting as the primary customer advocate internally – clearly communicating feedback, blockers, and product gaps to Product, Marketing and Support.
- Maintaining accurate CRM hygiene, account notes, risk flags, renewal dates, and opportunity stages.
- Delivering predictable revenue outcomes from your portfolio: retention, expansion, and renewal accuracy.
- Providing structured input to leadership via recurring account reviews, risk summaries, and pipeline updates.
KPIs you’ll own
- Tier-1 activation / onboarding completion rate
- Product adoption score (by product)
- Expansion pipeline value and conversion rate
- Net Revenue Retention (NRR) improvement
- Renewal rate (90/60/30 coverage & success)
- Churn reduction for Tier-1 accounts
Interview process
- Send us your CV or a LinkedIn profile – we’d love to see your experience in action!
- Prescreening call – HR team will call you to discuss the main expectations and responsibilities (15-20 minutes).
- Case study – we’ll send you an assignment to complete at home, which will also help prepare you for the next round.
- Interview – you’ll have the chance to talk to the hiring manager. We’ll dive into technical topics and go over the role and its responsibilities.
- Final interview – if needed, this is a follow-up to clarify and confirm any remaining details. If all goes well, we’ll send you a job offer right away!
What we offer
There are countless reasons to choose us as your next work adventure. However, these reasons might be quite different than the ones you are used to seeing. We like to embrace these differences.
ESOP with real value – Attractive stock ownership program with dividends and liquidity. Your success = our success. 🚀
- Salary – 3.000 – 3.500 EUR/month + bonuses
Remote & flexible – Work from anywhere, anytime. We care about results, not hours.
Founder-led & impact-driven – Small team, big ownership. Your work truly matters.
Agile mindset – MVP first, improve what works. We move fast and learn faster.
Work across 8 products – Variety, learning, and the freedom to apply your skills where they fit best.
Contact us 
Interested in this position? Send us an email at [email protected] (referencing the specific position you wish to apply for and attach your CV or LinkedIn profile link) and we will get back to you ASAP.
Join our talent pool!
We love meeting people who think in numbers, stay curious, and like to get things done. If that sounds like you, feel free to share your profile with us. We’ll keep you in mind and reach out when something exciting pops up.
Contact us
Interested in this position? Send us an email at [email protected] (referencing the specific position you wish to apply for and attach your CV or LinkedIn profile link) and we will get back to you ASAP.
If you don’t see a position that fits you, but you believe you’d make a great addition to our team, we want to hear from you! We’re always on the lookout for talented, driven individuals who can bring fresh ideas and skills to our team.
Life at itrinity
At itrinity, we’re all about building a warm and welcoming community where everyone brings their unique spark to the table.
From day one, we make it a priority to ensure everyone – whether you’re working from home or in the office – feels like you belong here.
Our remote culture is something we’re proud of, as it allows us to work effectively while enjoying the freedom of location! But there’s nothing quite like meeting in person, of course – that’s why we are doing team building activities and our annual itrinity-retreat, where we can connect and have fun together.
Our all-hands meetings are a chance for everyone to share ideas, celebrate wins, and stay in the loop on exciting projects across the company.
Company culture
We believe that a positive workplace support creativity and collaboration, allowing us to thrive as a team. Join us in shaping a culture that embraces diversity, celebrates individuality, and encourages growth every step of the way!
We want to build highly-profitable products with clear value for our customers.
We prioritize understanding and meeting our users’ needs, with their satisfaction at the core of our product decisions. Long-term growth is the natural result of listening to, evolving alongside our customers and solving their problems.
We operate multiple products, but we function as one team with shared goals and attitude. We believe in sharing know-how, ideas, and supporting each other. Honest, direct, and open communication is strongly encouraged among all members of the company.
We give freedom in decisions, but we expect responsibility and accountability.
We know resource constraints are inevitable but they often lead to innovative and smart solutions. We focus on achieving 80% of value with 20% of effort & costs. We care about outcomes not measuring outputs.
We offer above market compensation to everyone who shows the ability to rapidly and consistently deliver results and improve our chances of business success. We also have very attractive ESOP (stock ownership program) available.
We want to fail fast, because we will learn something. If we fail slowly, we lose much more time and resources. If we find something is working, we scale it fast as well to see the potential.
From work-life balance, to avoiding extremes in everything we do. We believe that the golden middle-ground is in most cases the most sustainable and successful long term approach.
The itrinity experience
Our founders are passionate and hands-on, so you’ll have direct access to the visionaries behind the scenes. You won’t just be another face in the crowd – you’ll have a real voice in shaping our journey!
We prioritize productivity by keeping meetings to a minimum, allowing you to focus on what truly matters – delivering great results and fostering collaboration. We prefer 1:1 quick syncs to keep things efficient and focused.
We believe in smart growth! With our EBITDA mindset, we focus on building a strong, sustainable company. You’ll feel confident knowing you’re part of a team that values profitability and long-term success.
Working smart, not hard! Our 80/20 principle means we focus on tasks with the highest impact on long term EBITDA. This way, you can prioritize what really matters and enjoy a more balanced work life.
Innovation is our passion! We embrace agility, taking small, exciting steps to try out new ideas. You’ll have the freedom to experiment, learn, and adapt – keeping your work fresh and fun!
We trust our team to make decisions in the company’s best interest, promoting freedom and agility. Transparency is key – everyone has access to strategy, revenue insights, and competitive analysis, so you can make informed choices that drive our success.
Diversity is at the heart of our work and our team! With a portfolio of highly profitable products, you’ll experience a dynamic, collaborative environment that enriches your skills and keeps things interesting.
Perks & Benefits
There are so many great reasons to join us on your next career adventure, but they might surprise you. We don’t offer the usual perks - you’ll find something truly unique here.
get the chance to join our exciting employee stock ownership program, where your commitment and long-term growth are rewarded with a real stake in the company’s success.
enjoy a generous 36 days off each year, giving you plenty of time to recharge, relax, and pursue what matters most to you.
remote work, weird hours? Whether you’re working remotely, setting your own hours, or juggling an unusual schedule, we’re all about results. As long as you deliver, how and when you work is completely up to you.
we don’t believe in one-size-fits-all when it comes to growth. Instead of offering set courses, we customize development opportunities to suit your individual needs, ensuring you get the support and resources that matter most to your personal and professional journey.
we believe in making our time together special, which is why we choose exclusive destinations for our annual retreats. It’s a chance to connect, recharge, and celebrate our successes in exciting locations cross Europe that make the experience even more memorable.
Meet our Team
From a four-person team in 2018 to a thriving group of over 90 today, we’ve grown while staying true to what matters most - creating meaningful tools, keeping a healthy balance, and making every moment count.