Customer Success Manager, Germany (m/f/x)

Salary Competitive

All Gravy is the all-in-one employee app designed for front-line, hospitality, and retail workers. 🥞

The next generation of employees are used to apps like Instagram, TikTok and Spotify in their personal lives but when they go to work at a restaurant chain or retail store, they're met with software created before they were born. All Gravy is changing that. We're modernising the tools for frontline employees and transforming the experience into one that is engaging and motivating; making their lives easier from getting paid to developing their careers. We innovate on the whole employee journey: from being recruited, onboarded, and growing skills, to knowing when to work and connecting with co-workers. We already work with some of the most exciting brands in Northern Europe - Gail's, L’Osteria, Pizza Pilgrims, Honest Burgers, Ottolenghi, Dishoom, Q8, 7-Eleven, and Best Western.

We've grown 300% over the last year and are now accelerating our expansion further into new markets. Our team spans a wide range of nationalities and backgrounds, united by one mission: to shape the future for shift and gig workers everywhere. We're passionate, hard-working, and just getting started the best is genuinely yet to come. If you want to do meaningful work, move fast, and be part of a team that's changing an entire industry, we'd love to have you on board. 🚀

🤩 About The Role

We are expanding into Germany one of the most important strategic markets for All Gravy, and we are looking for an experienced, relationship-driven Customer Success Manager to help us build a strong foundation from day one.

As this is a new market for us, you won't just be managing customers you'll be helping shape how Customer Success operates in Germany. We need someone who has already done this before: a seasoned CSM who knows what "good" looks like, can hit the ground running, and brings the judgment and confidence required to represent All Gravy with our first German customers.

You will be responsible for a portfolio of live German customers and act as their trusted adviser and strategic partner. Your focus will be on creating strong, long-term relationships and helping customers succeed both with our platform and in their daily operations.

Fluent German (native or near-native) is required, alongside strong professional English, as you will work closely with our international team.

🎯 Your Responsibilities

In this role, you will take full ownership of the customer journey after onboarding, ensuring strong customer health and long-term value — while also helping us establish best practices for the German market:

1. Customer relationship management

Become the primary point of contact for your portfolio of German customers
Build strong, trusted relationships in German, adapted to local business culture and expectations
Drive ongoing engagement and ensure high customer satisfaction and retention

2. Strategic account ownership

Drive success in key metrics such as:
- GRR
- Churn rate
- Expansion opportunities
Understand customers' business challenges and goals — and help them achieve measurable results
Proactively identify risks, challenges, and opportunities before they escalate

3. Business insights & analytical thinking

Monitor customer usage and performance data
Translate insights into clear, actionable recommendations for both customers and internal teams
Run regular business reviews in German to ensure alignment and measurable value

4. Collaboration & customer advocacy

Work closely with Product, Support, Sales, and Operations to solve customer challenges and improve the customer experience
Be the voice of the German market internally and contribute to product development based on local feedback and insights
Help shape our Customer Success playbook for Germany and play an active role in elevating team practices

⭐️ What does it take to thrive here?

Because Germany is a new market for us, prior CSM experience is essential. We're looking for someone who has owned a portfolio before, knows how to navigate complex customer relationships, and can operate with autonomy from week one.

You'll thrive in the role if you:

Are a fluent German speaker (native or near-native) with strong professional English
Have proven Customer Success experience, ideally in SaaS, with a track record of managing your own portfolio and driving retention and expansion
Have experience working with German customers and understand the business culture, expectations, and communication style
Have strong relationship-building skills and love creating value for customers
Communicate clearly, confidently, and professionally — in both languages
Are comfortable working with data and turning insights into decisions and recommendations
Possess a solid general business understanding
Can work independently and bring structure to ambiguity — we need someone who can build, not just execute
Are excited by the opportunity to help build something from the ground up in a new market

💎 Why All Gravy

Grow fast, for real. We promote from within, move quickly, and give you real responsibility from day one.
A culture that actually develops you. Honest feedback, active coaching, and the autonomy to experiment. We invest in you because your growth is our growth.
Work that matters. Your work will directly impact the daily lives of millions of frontline workers.
You'll work with people who've built, scaled, and won. Ex-founders, operators, all here because they want to do it again, bigger.

Perks and benefits

This job comes with several perks and benefits

Free coffee / tea

Flexible working hours

Social gatherings

Free office snacks

Near public transit

Free friday beers

See all 17 benefits

Working at
All Gravy

See company profile

All Gravy: All the people stuff in one employee app - built for hospitality Hospitality is one of the largest employment sectors in Europe. It's also one of the most chaotic to operate. The average multi-site restaurant group or hotel brand manages hundreds of hourly workers across dozens of locations - none of whom sit at a desk, have a work email, or receive information through the same channel twice. The result is predictable. New starters show up on day one not knowing what to do. Training happens inconsistently, or not at all. Managers spend half their day answering the same questions on repeat. Communication happens in WhatsApp groups that the business doesn't own, can't audit, and can't control. Staff churn - already the highest of any industry, averaging 75% annually - gets worse. And operators have no way of knowing why. The tools that exist to solve this were built for office workers. They assume laptops, corporate email, and people who sit still. Hospitality doesn't work like that. All Gravy is the fix. We're a communications and learning app built specifically for multi-site hospitality operators - restaurant groups, hotel brands, contract caterers, quick-service chains. Our customers typically manage between 200 and 1,000 staff across multiple locations in the UK, Scandinavia, and Germany. The product gives operators one place to run everything people-related: Staff communications - a branded, structured feed that works like social media. Managers post to the right people by location, role, or team. Employees are notified. Everything is documented. No more WhatsApp chaos. Onboarding journeys - automated, role-specific sequences that start the moment a new hire is added to the system. They arrive on day one prepared, connected to the brand, and knowing what's expected of them. Training and learning - a full LMS designed for deskless workers, supporting both digital courses and in-person sessions, with attendance tracking, completion records, and automated reminders built in. Digital handbooks - a living, searchable library that employees access from their phone. Update once, everyone sees it instantly. No more outdated PDFs or laminated binders no one reads. AI assistant - trained on the operator's own content, not the internet. Employees get instant, accurate answers to questions about policies, procedures, and their role. Managers stop answering the same things over and over. The employee experience looks and feels like a social media app - because that's what people actually use. Adoption is high because the product meets people where they already are. The admin side is a web dashboard where operators build and manage everything centrally, with full visibility into engagement, training completion, onboarding progress, and team sentiment across every location. The problem is big. There are roughly 90 million deskless workers in Europe. Hospitality alone employs millions, with vacancy and churn rates that cost the sector billions in lost revenue every year. The tools available to operators haven't kept up with what the problem actually requires. The opportunity is clear. Operators who invest in their people's experience - making them feel informed, connected, and supported from day one - see measurably lower turnover, better training compliance, and lower management overhead. All Gravy makes that investment easy, scalable, and consistent across every location in a business. We've raised €5.8M+ to date, backed by Moonfire Ventures, Scale Capital, and a syndicate of angels including senior operators and investors from Google, Deliveroo, and Peakon. Our customers include some of the largest hospitality operators in Northern Europe. We're building the operating layer for the front-line hospitality workforce - the infrastructure that makes it possible to run a great team at scale, not just at one site, but across all of them.