Manuel Lüth

Focus on sustainable growth in new customer and existing customer business of B2B SaaS companies through retention, churn reduction, and scalable customer success structures. Optimization and implementation of high-performance CRM systems (including HubSpot, Salesforce, Bitrix) for holistic management of Customer Success, Sales, and existing customer processes – including clearly structured pipelines, automated workflows, and transparent reports and management dashboards for data-based decisions.

Key focuses are clean handovers between Sales and Customer Success, systematic management of customer loyalty and revenue potential, and the sustainable handover of established processes to internal teams. Development and continuous improvement of scalable CS models, playbooks, and customer journeys based on clearly defined KPIs such as Health Score, NPS, and usage data.

Proven experience in systematically increasing existing customer revenue through structured up-selling and cross-selling strategies along the entire customer journey – data-driven, scalable, and closely integrated with Customer Success and Key Account Management. Focus on identifying and monetizing revenue potential in existing accounts, deal coaching for CS and Sales teams, and sustainable revenue growth without an additional focus on new customers.

Measurable reduction in customer churn by building early warning systems for churn prevention, analyzing churn causes, and implementing clear retention and recovery playbooks.

Taking on temporary leadership and responsibility roles (interim or project-based), fully remote: Stabilization, development, and scaling of CS, Sales, and Revenue teams during growth or transition phases – including goal definition, KPI frameworks, role clarification, and enablement. Pragmatic, results-oriented management approach with strong operational execution capabilities.