Customer Success Manager – AI Enterprise

This is a fully remote position, open to applicants in Germany.

📋 Description

• Take ownership of NRR, gross retention, and customer health across a designated account portfolio.

• Lead the onboarding process, ongoing engagement, and executive business reviews for intricate manufacturing enterprises.

• Ensure cross-functional alignment between customer technical teams, operations teams, and internal stakeholders.

• Proactively monitor the performance of solutions.

• Identify opportunities for expansion and provide guidance on best practices.

• Manage escalations comprehensively while upholding high levels of customer satisfaction.

• Develop and enhance the customer success infrastructure, which includes playbooks, health scoring, processes, and tools.

• Advocate for the customer's perspective in internal discussions about products and strategies.

• Establish the initial Customer Success function and oversee accounts throughout the entire customer lifecycle.

⛳️ Requirements

• A minimum of 3 years in a customer-facing position.

• Preferably experience with enterprise clients within manufacturing or industrial sectors.

• Demonstrated ability to navigate large, matrixed organizations.

• Proven history of retaining and expanding accounts on a commercial level.

• Excellent communication and stakeholder management skills for both technical and executive audiences.

• Comfortable creating processes in areas where few exist.

• Proficient in English.

• Willingness to travel as required.

🏝️ Benefits

• Employee Share Options Program available for all permanent employees.

• Access to Urban Sports Club.

• Quarterly team retreats.

• Direct experience in an AI-first software company.

• A supportive and inclusive culture that values diversity and promotes the advancement of underrepresented groups.

• Collaboration with a diverse and talented team on innovative projects that have real-world impact.

• Opportunities for networking with professionals and leaders in the industry.

• A flat organizational hierarchy.

• Open 360° feedback culture.

• Flexible working hours.

• Commitment to ethical AI development.

• Accessibility accommodations available during the application process and while working.

• Eligibility for stock options in full-time permanent roles.