Marie Nowitzki

Senior Customer Success Manager (SaaS/B2B) with over 10 years of experience building, scaling, and optimizing customer success structures in growing software companies. Strong expertise across the entire customer lifecycle – from onboarding and implementation to adoption, retention, churn prevention, and renewals. Highly experienced in KPI- and portfolio-based customer management, process and playbook development, and close collaboration with Support, Product, and Management.

Strategic in approach, yet hands-on in operational customer and support work.

Head of Customer Success Management at Kordiam (formerly Desk-Net) (2018-01 – 2024-12)

• Ownership of the entire customer lifecycle for a SaaS customer portfolio: onboarding, implementation, adoption, retention, and churn prevention
• Design, execution, and continuous improvement of onboarding, implementation, and training formats for different customer segments
• Management of customer relationships based on KPIs, customer feedback, and qualitative health signals
• Building and continuously optimizing scalable customer success processes, playbooks, and documentation
• Close collaboration with Customer Support Specialists on escalations and critical customer cases
• Regular portfolio reviews and health checks, including the derivation of concrete action plans
• Translating customer insights into product and process improvements in close alignment with Product and Engineering teams
• Leadership, coaching, and development of the Customer Success team
• Hands-on involvement in strategically relevant customer accounts and complex implementations

Customer Relations Manager at Kordiam (formerly Desk-Net) (2014-11 – 2017-12)

• Execution of customer onboardings, implementations, and training sessions ("train the trainer")
• Operational customer support, including ticket management
• Interface between customers and development teams to continuously improve the software
• Proactive churn prevention through close customer relationships and structured communication
• Organization of customer events and collection of direct customer feedback

Project Manager – Sales & Marketing at Lufthansa Technik AG (2012-11 – 2014-10)

• Project and process management in a complex enterprise environment
• KPI tracking and reporting
• Cross-functional stakeholder coordination
• Support and communication of change processes

Diplomandin Innovation Management at Thomas Cook (2011-06 – 2011-12)

• Integrated diploma thesis with the subject of "Implementation of an innovation management system – Evaluation at the example of the Thomas Cook AG"

Procurement Assistant - Marketing & Services at Thomas Cook (2011-03 – 2011-06)

Project Assistant - Career Services at German American Chamber of Commerce, Inc. (2009-11 – 2010-05)

Sales & Marketing Assistant at ROTAREX (2008-07 – 2008-10)

Diploma in Business Geography – University of Trier (2005 – 2011)