Customer Success Manager

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

📋 Description

• Take ownership of the post-implementation customer lifecycle, guiding it from adoption through to renewal readiness.

• Oversee customer relationships and outcomes, focusing on customer satisfaction, retention, and the realization of value.

• Serve as the primary customer liaison for adoption and outcomes across IT, marketing, sales, and operations user teams.

• Actively manage a portfolio of accounts to enhance adoption, identify risks, prevent churn, and mitigate unexpected escalations.

• Develop and implement account success plans for key customers.

• Conduct structured engagement routines, including regular check-ins and preparation for annual business reviews.

• Track adoption signals, support trends, and customer sentiment.

• Ensure accurate maintenance of customer records in Salesforce and Thynk Drive.

• Lead the execution of customer NPS, monitor outcomes, and drive follow-up actions.

• Coordinate customer training sessions, webinars, targeted communications, community initiatives, events, and roundtables.

• Manage the Red Account program and facilitate internal resolutions with Product, Professional Services, and Support teams.

• Provide insights on renewal risk, adoption health, and value narratives to inform Account Management's renewal planning.

• Create feedback loops with Product, Professional Services, and Support teams.

• Enhance customer-facing processes, tools, and playbooks.

• Identify expansion opportunities and direct them to Account Management.

• Assist in renewal and expansion discussions by providing customer context, stakeholder mapping, and usage evidence, without leading commercial negotiations.

• Collaborate with Account Management, Professional Services, Product, Support, Sales, and SalesOps.

⛳️ Requirements

• A minimum of 3 years of experience in a hotel or venue setting, such as an Event Manager, Operations Manager, or in Sales & Events.

• Direct understanding of the day-to-day operations of commercial and event teams.

• Strong skills in stakeholder management, ranging from end users to senior decision-makers.

• Proven experience in driving change or the adoption of new tools or processes within a team.

• A structured and organized approach to work, with a clear ability to follow through.

• Professional fluency in English, along with German, French, or Spanish.

• Experience in Customer Success, Account Management, or within a SaaS company is a plus.

• Background in managing a portfolio of B2B accounts is advantageous.

• Familiarity with Salesforce or other CRM platforms is beneficial.

• Experience in a scale-up environment or a newly established Customer Success function is a bonus.

• Exposure to customer health scoring or customer success tools like Gainsight or ChurnZero is advantageous.

• Proficiency in a third European language is a bonus.

🏝️ Benefits

• Access to the best IT equipment of your choice (Apple or Windows).

• Opportunity for fully remote work.

• Monthly team meetings to foster collaboration.

• Annual events for team gatherings.

• Emphasis on work-life balance.

• Consideration of requests to promote fulfillment at work.

• An international, collaborative, and remote-first work environment.