Customer Strategy & Operations Manager (f/m/x)

Become part of Tanso and drive the operational and strategic backbone of our Customer Success organization. 

To ensure that we work smarter - not harder – and to build scalable, data-driven processes that empower both our team and our customers, we are looking for a Customer Strategy & Operations Manager (f/m/x).  

As our Customer Strategy & Operations Manager, you become the trusted right hand to the Head of Customer Success - enabling the team with powerful tooling, insights, and structures. You drive cross-functional initiatives that help Tanso grow, evolve, and consistently reach new levels of excellence. In this role, you act as a strategic partner and true multiplier, transforming individual efforts into scalable, high-impact outcomes.  

How You Succeed

Strategy & Operations for Customer Success 

• Define, maintain, and continuously improve the CS operating model - including segmentation, lifecycle, playbooks, and engagement strategy.
• Lead the CS OKR process end-to-end and drive performance metrics such as NRR, NPS, onboarding time-to-value, and customer health.
• Act as the central CS interface to RevOps, ensuring strong forecasting, analytics, reporting, and data governance. 

Scale, Enablement & Knowledge Management 

• Build and manage scalable 1:n customer formats (self-serve resources, success programs, webinars) with Product and Climate Intelligence.
• Develop internal enablement structures and maintain up-to-date playbooks, templates, and resources that strengthen CS excellence. 

Tooling & Process Excellence 

• Own and optimize the CS tech stack, creating automated, scalable workflows to reduce manual effort, ensure strong data quality and a data-fueled customer experience 
• Enable a tech-forward, AI-driven CS team by providing reliable insights and promoting a culture where tooling creates real leverage 

Customer Communication & Engagement 

• Develop, write, and deliver scalable 1:n customer communication streams (newsletters, product updates, webinars, etc.) 
• Steer and orchestrate all customer communication streams and event formats including success stories, co-hosted customer events, advisory boards, and user communities with clear goals, ownership and follow-through 

Project Ownership & Strategic Initiatives 

• Lead high-impact, cross-functional CS projects from conception to execution
• Pilot new initiatives (e.g. new engagement models, health scoring, risk signals) and assess impact before scaling 

Why Tanso?

• We give you the trust to directly influence how companies understand, act upon and report on sustainability.
• We offer you a highly competitive compensation package with an attractive equity package to participate in Tanso’s growth.
• We offer an environment that puts your needs first. You’ll get access to sponsored EGYM Wellpass to find inner peace at yoga or kill it at HIIT workouts with the team.
• We work hybrid, valuing the power of onsite collaboration, while giving you the flexibility you need.
• We support your future, by offering a company contributed pension plan.

Our Team 

We’re a diverse group of people, and that diversity is what makes our experience extraordinary. We bring unique perspectives to everything we do and are always eager to learn from each other. We work in cross-functional teams to tackle ambitious challenges, actively seek feedback, and are strong believers in interdisciplinary. 

We are proud to have an outstanding team NPS and regularly organize team events to keep up the spirit.

Who You Will Work With

• Franziska, Head of Customer Success  
• Customer Success Team
• Gyri, Co-Founder & CPO
• Tina, RevOps
• Vignesh & Tabea, Climate Intelligence
• Christoph, Alex & Laura, Product Management

Recruitment Process

1. Get to know Tanso with our People Team - learn more about us, ask your questions, and let’s explore together whether it’s a mutual fit.
2. Role Introduction with Franziska - understand your role and see whom you will be working with.
3. Deep dive with Franziska + get to know the team - get a feeling for the tasks ahead of you and meet your future colleagues. 
4. Offer - congrats, we’d love to have you on the team! 

Your Profile

• 2+ years experience in RevOps, CS Strategy, CS/BizOps, Consulting, or similar roles. 
• Strong understanding of SaaS customer lifecycles, metrics and business models.
• Hands-on experience with CRM/CS tools, ideally HubSpot.
• Proficiency with automation platforms (n8n, Make, Zapier) and a mindset for tooling at scale.
• Strong analytical skills and ability to build and interpret dashboards (Looker, HubSpot, PowerBI) and very good Excel skills.
• Proven ability to lead cross-functional projects end-to-end and manage multiple initiatives parallel.
• Based in or willing to relocate to Munich.
• Fluency in English and German.

Tell us how your unique path makes you a great fit for this role - we want to hear YOUR story.