Customer Success Manager

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

📋 Description

• Conduct research and analysis on new clients to ascertain their anticipated value from the product and identify future growth prospects.

• Facilitate kick-off (onboarding) training sessions for newly onboarded clients.

• Oversee a portfolio of approximately 250 accounts, ensuring structured follow-ups, effective prioritization, and proactive engagement throughout the entire customer journey.

• Proactively manage renewals and expansions based on account usage, growth potential, and business insights.

• Carry out exit interviews with clients who have churned.

• Promote customer advocacy initiatives by obtaining positive client reviews, testimonials, or case studies.

• Engage in special projects aimed at enhancing customer success playbooks or implementing new customer success activities.

⛳️ Requirements

• Full professional proficiency in English (C1) and German (С2).

• A minimum of 2 years of experience as an Account Manager or Customer Success Manager in a B2B environment, ideally within the SaaS sector.

• Demonstrated success in managing a portfolio of over 50 accounts, showcasing strong planning, organization, and prioritization skills.

• Experience in driving Monthly Recurring Revenue (MRR) or Annual Recurring Revenue (ARR) growth through renewals, upsells, or cross-sells.

• Proven experience leading commercial discussions with clients, including aspects like pricing, discounting, and upselling.

• A customer-centric mindset complemented by empathetic and emotionally intelligent skills.

• Excellent communication, interpersonal, and presentation abilities.

🏝️ Benefits

• Flexibility to work remotely, allowing you to design your ideal workday.

• Budget for home workplace setup.

• Coverage for co-working expenses.

• Individual IT budget for additional equipment.

• Access to cutting-edge technology and AI-driven tools.

• Enrollment in Ideals Academy with a variety of courses available.

• Investment in external learning and development opportunities.

• Assistance in creating a Personal Development Plan.

• Coverage for professional literature and subscriptions.

• Support for your pursuits as a speaker or writer.

• Opportunities for internal talent mobility.

• Customized Wellness Package to support both physical and mental well-being.

• Membership in Urban Sports.

• Financial backing for sports competitions.

• 30 business days of paid time off each year.

• Paid time off for health-related issues.

• Budget for gatherings with your local team.

• Generous internal referral program.