Customer Success Manager

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

📋 Description

• Oversee the customer-facing experience from the initiation of the contract through to renewal or upselling.

• Plan, document, and monitor the value delivered by the Citrine Platform to designated customers.

• Collaborate with internal teams to create a top-tier customer experience and enhance satisfaction.

• Manage customer interactions and communications, ensuring the fulfillment of project milestones.

• Promote customer value realization, satisfaction, and engagement with the platform.

• Identify risks that may hinder platform adoption, satisfaction, or renewal, and implement mitigation strategies.

• Establish trust-based relationships with customers, ranging from junior-level contacts to executives.

• Collect customer feedback to ensure alignment with customer value.

• Organize, develop, and deliver business analyses that highlight Citrine’s value propositions.

• Educate customers on new features, capabilities, and product offerings.

• Act as a liaison between product management and customers regarding feature collaboration and the Citrine Platform roadmap.

• Identify and utilize company-wide resources to enhance customer satisfaction, growth, renewal, risks, and opportunities.

• Collaborate on a daily basis with materials informatics engineers and sales representatives supporting assigned customers.

⛳️ Requirements

• 5+ years of experience in customer success within enterprise SaaS, or a closely related field.

• An undergraduate degree or equivalent experience in a scientific or technical discipline, such as statistics or computer science.

• Excellent communication and presentation abilities.

• Proven experience presenting to senior executives and seamlessly transitioning between discussions with executives, technical leads, and scientists in both German and English.

• Demonstrated ability to cultivate trust-based relationships with clients/customers to further strategic objectives.

• Proven track record of managing complex, technical projects and teams to achieve exceptional results.

• Capability to develop and implement a high-level strategic engagement roadmap.

• Ability to extract lessons from individual situations and establish best practices.

• Proficiency in structuring and executing business analyses to enhance customer value.

• In-depth understanding of AI-based SaaS/PaaS business models.

• Willingness to travel to customer sites approximately 30–50% of the time.

• Located and authorized to work in Germany.

🏝️ Benefits

• Variable compensation up to 10% of annual base salary.

• Fully remote work option available.

• Accommodations during the interview process for qualified individuals with disabilities.

• Inclusive work environment with a commitment to equal opportunity.

• Potential for utilizing AI-enabled tools to support the hiring process.

• Possible recording of interviews with candidate consent, where legally permissible.