Customer Success Manager

This is a fully remote position, open to applicants in Germany, +3 more countries.

📋 Description

• Assist a portfolio of EMEA clients in maximizing their experience with Propeller from onboarding to renewal and expansion.

• Establish trusted relationships with customers and guide them in effectively utilizing the platform.

• Enhance customer retention, build renewal confidence, and expand platform utilization.

• Provide exceptional onboarding, continuous success planning, and foster healthy product engagement.

• Monitor customer health metrics and identify potential renewal risks.

• Facilitate sustainable net expansion through retained customers, upselling opportunities, and fostering deeper relationships with decision-makers.

• Anchor commercial discussions in the needs of customers and the value of Propeller.

• Engage channel partners and dealers when applicable.

• Conduct business reviews and clarify progress along with next steps.

• Utilize Gainsight to maintain visibility on portfolio health.

• Relay customer insights to Product, Engineering, and Support teams.

⛳️ Requirements

• Proficient in English and at least one of the following languages: French, German, Italian, or Spanish.

• Residing in Germany, the Netherlands, the UK, or Spain.

• Demonstrated experience managing a customer portfolio throughout the entire lifecycle—from onboarding and adoption to success planning, renewal, and expansion—while being accountable for customer outcomes and commercial results.

• Background in working with a technical B2B SaaS product or in a similarly technical B2B environment.

• Comfortable with remote work and collaborating across different countries, time zones, and teams.

• Willingness and availability to travel for customer needs, events, and EU meetups.

• Preferred: experience in construction, mining, or aggregates; previous remote work experience; hands-on use of AI in everyday tasks; familiarity with HubSpot, Gainsight, or Salesforce.

🏝️ Benefits

• Flexible remote working arrangements with three team meetups annually in exciting European cities.

• Employee share options available.

• Opportunities for professional development and associated leave.

• Monthly allowance for telephone and/or internet expenses.

• Provision of WFH equipment.