Open to opportunities

Steven Bieler

@stevenbieler

Message

Customer Success leader driving retention and expansion for enterprise SaaS across DACH & EMEA.

Germany

Message

What I'm looking for

I’m seeking 100% remote senior customer success roles across Europe—Senior CSM, Director/Head/VP—where I can drive retention, expansion revenue, and measurable customer outcomes through scalable CS operations and executive stakeholder alignment.

I’m a CS executive with 14+ years in enterprise SaaS across DACH and EMEA, focused on driving retention, product adoption, and measurable expansion outcomes. I specialize in building Customer Success as a strategic function that directly supports commercial performance.

I’ve owned complex enterprise relationships end-to-end—from onboarding through renewal—using scalable playbooks, health-scoring, and consistent QBR/EBR delivery. My goal is simple: turn customer success into a reliable revenue engine through churn prevention and NRR-focused execution.

Across roles at Shopify, HID Global, and eShopWorld, I’ve delivered consistent NRR growth, engineered operational improvements (including partner data integration and self-service enablement), and led Voice of Customer programs with Product, Engineering, and Operations. I also bring rare competitive advantage as a native English & German speaker for German-speaking markets.

Right now, I’m focused on leading enterprise customer outcomes in a structured CS function, strengthening onboarding, health-scoring, and renewal workflows while enabling repeatable delivery. I’m targeting 100% remote senior roles where customer outcomes drive expansion and long-term retention.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Comdesk.de

Jan 2025 - Present (1 year 6 months)

Owned enterprise customer relationships end-to-end, driving retention and product adoption across a growing SaaS portfolio. Led onboarding, customer health scoring, and renewal workflows by establishing repeatable playbook processes.

Enterprise Account Management & Customer Success Customer Health Onboarding SaaS Renewal Processes Product Adoption CS Operations Playbook Development Stakeholder Management

Customer Success Manager

Compleet

Sep 2023 - Aug 2024 (11 months)

Managed ~15 mid-to-enterprise accounts across onboarding, adoption, retention, and expansion, delivering consistent NRR growth. Overhauled partner data integration workflows to reduce discrepancies, rebuilt help documentation to increase self-service adoption, and drove expansion through consultative cross-sell of a workforce SaaS.

& Customer Success Account Management Onboarding Data Integration Data Mapping UAT Customer Documentation Salesforce Zendesk

Business Systems Analyst

eShopWorld

Aug 2022 - Jun 2023 (10 months)

Managed mission-critical partner data pipelines for a global SaaS checkout platform, supporting churn reduction and conversion improvement for enterprise retailers. Delivered multiple high-priority projects ahead of schedule and led team engagement programs to improve cohesion and productivity across a distributed remote-first organization.

Business Systems Analysis Data Pipelines Data Integration SaaS Checkout Platforms Conversion Optimization Project Delivery Stakeholder Management Remote Team Leadership

Pre-Sales Engineer

HID Global

Mar 2021 - Aug 2022 (1 year 5 months)

Led enterprise IAM solution demonstrations and consultative sales, owning full 2–3 month sales cycles for deals of €50,000+ across EMEA. Localized technical and commercial communications for DACH & EMEA and supported executive representation at a 200-person center of excellence event.

Pre Sales Engineering Consultative Sales IAM Solutions Sales Cycle Management Localization Stakeholder Management Enterprise Support Deal Qualification

Merchant Success Manager

Shopify

Jun 2018 - Jun 2020 (2 years)

Delivered bilingual English/German merchant customer success across hundreds of DACH accounts, covering onboarding, retention, and revenue expansion. Accelerated Shopify’s German market growth through localized solutions and consultative cross-sell/upsell of subscription tiers and integrations, and represented Shopify at DMEXCO 2019.

Merchant Success & Customer Success Retention Revenue Expansion Onboarding Cross Sell Localization

Partner Relations Advisor

Apple Inc.

Jun 2013 - Nov 2016 (3 years 5 months)

Managed partner relationships and communications across Apple’s global partner base from the EMEA headquarters in Dublin. Built executive stakeholder communication and relationship management foundations that supported a later customer success leadership career.

Partner Relations Stakeholder Management Relationship Management EMEA Operations Communication Strategy Cross functional Coordination

Community Manager

BioWare

Sep 2011 - Jul 2012 (10 months)

Led online community engagement for a major AAA MMO launch for Star Wars: The Old Republic, building early expertise in stakeholder communication and customer issue resolution at scale. Delivered digital relationship management in a remote environment to support launch success.

Community Management Online Community Engagement MMO Launch Support Stakeholder Management