Customer Success Manager

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

📋 Description

• Take ownership of a portfolio of clients, ensuring their overall success and satisfaction.

• Collaborate with clients to grasp their strategic objectives, priorities, and desired business results.

• Assist them in creating and implementing a success plan along with key performance indicators.

• Manage the client portfolio post-implementation with an emphasis on enhancing adoption, ensuring retention, and fostering satisfaction.

• Serve as the advocate for your clients.

• Utilize our data on clients within your portfolio to identify priority customers and proactively reach out to resolve their issues.

• Engage with clients at all levels (including VPs and Directors) and various roles (Communications, HR, IT, Operations, Frontline).

• Work in tandem with your Account Manager to develop a collaborative success plan for your clients and pinpoint expansion opportunities.

• Foster accountability for deliverables both internally and among customer teams, instilling a sense of ownership to achieve results.

• Collaborate across departments such as Sales, Product, Engineering, Marketing, and Operations to meet your clients’ needs.

⛳️ Requirements

• Background in Customer Success, Consulting, Project Management, or Account Management within a SaaS environment is highly desirable.

• Proficiency in both German and English is essential; Swiss German is an added advantage.

• Curiosity & Discovery: You pose incisive questions, investigate root causes, and enjoy learning about the customer's context, goals, and constraints.

• Communication & Active Listening: You convey information clearly to diverse stakeholders, actively listen, and simplify complex concepts.

• Empathy: You recognize customer needs and emotions, navigate challenging conversations constructively, and set clear and respectful expectations.

• Business Acumen: You comprehend SaaS business drivers and can align customer priorities with outcomes, value, and ROI.

• Drive: You are proactive, hands-on, and embody a "frontline-first" approach.

• Results Orientation: You maintain focus on impact by driving adoption, retention, and customer outcomes.

• Organization & Planning: You are exceptionally organized and methodical, capable of managing a customer portfolio, planning effectively, and prioritizing based on customer needs, business objectives, and opportunities.

• Resourcefulness: You are imaginative and pragmatic in seeking solutions, utilizing internal experts, documentation, and tools efficiently (including initial experience with AI tools to enhance your work).

🏝️ Benefits

• Hybrid work model

• 25 days of annual leave

• Pension Scheme Plan with three options to select from

• Afterworks, team celebrations, and seasonal gatherings

• Equipment