Customer Success Manager

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

📋 Description

• Oversee, maintain, and enhance the customer portfolio.

• Support new clients from initial setup and data import to training and successful onboarding within their first two months.

• Take responsibility for customer retention and portfolio expansion through renewals, upselling, and growth initiatives.

• Recognize growth opportunities and promote Payroll Plus, additional modules, user licenses, and other services.

• Handle renewals, proactively identify churn risks, and formulate targeted customer retention strategies.

• Comprehend customers’ needs and growth objectives, craft account strategies, and pinpoint new opportunities.

• Sustain the renewal and upsell pipeline in the CRM, evaluate opportunities, and deliver accurate revenue forecasts.

• Work alongside Sales on customer transitions and growth prospects.

• Relay customer insights to the Product team.

• Foster the adoption of relevant features and modules.

• Engage professionally with customers across all communication channels and ensure thorough CRM documentation.

• Enhance Net Revenue Retention through effective product adoption, renewals, upselling, and expansion.

⛳️ Requirements

• Proficiency in the German language at C1 level or above.

• Experience in Customer Success within a SaaS or B2B software environment.

• Proven track record in managing and growing existing customer portfolios, preferably with accountability for NRR, GRR, renewals, churn, or expansion revenue.

• Successful history in upselling, cross-selling, or account growth.

• Experience collaborating with clients operating across multiple locations, regions, or business units is advantageous.

• Friendly, professional, and solution-driven communication style.

• Customer-oriented with a commercial mindset, capable of spotting growth opportunities.

• Proactive attitude, early risk detection, and ability to independently devise solutions.

• Ability to motivate customers to utilize Ordio and illustrate how to maximize the platform's benefits.

• Self-directed, motivated approach to work with a quick learning ability.

• Strong technical inclination and confidence in using CRM systems, customer data, pipelines, and KPIs.

🏝️ Benefits

• Competitive salary

• The chance to join from the beginning and contribute to Ordio's successful growth

• Opportunity to design innovative solutions and products

• Ability to influence an open and prosperous company culture

• Personal development opportunities and significant responsibilities from day one

• A motivated team

• Flexibility options, including remote work, working from home, and adaptable hours

• A modern office located at WeWork in the heart of Cologne

• Agile startup environment

• Access to state-of-the-art technical equipment

• Exciting team events

• Dogs are welcome in the workplace

• Urban Sports Club membership

• Company bike leasing option

• Permanent employment contract