Customer Success Manager, EMEA

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

📋 Description

• Manage the comprehensive post-sale relationship for a portfolio encompassing ecommerce, fintech, and betting companies from onboarding to renewal and expansion.

• Conduct onboarding calls and dashboard workshops to help new clients achieve their first value swiftly.

• Track account health and usage metrics to pinpoint and mitigate churn risk.

• Develop content and engagement strategies aligned with customer objectives utilizing Storyly widgets, placements, and AI-driven Flows.

• Facilitate regular business reviews linking product usage to conversion, retention, and average order value (AOV) outcomes.

• Oversee renewals and identify opportunities for expansion, directly negotiating commercial terms.

• Collaborate with Product, Engineering, and Support teams to address technical challenges and convey customer feedback into the roadmap.

• Transform customer outcomes into case studies, references, and reviews.

• Represent Storyly at pertinent local events and visit customers when necessary or advantageous.

• Develop content strategies and best practices, assess content performance, and provide mobile marketing insights to enhance customer value and satisfaction.

⛳️ Requirements

• A minimum of 3 years in a customer-facing role within Customer Success or Account Management at a B2B SaaS company.

• Proven track record of managing commercial outcomes such as renewals, upselling, and negotiations.

• Successful experience with mid-market or enterprise accounts, particularly in e-commerce, retail, fintech, betting, or mobile-first products.

• Proficient in analyzing usage and analytics data to identify adoption gaps.

• Demonstrated ability to work collaboratively across functions with Product and Engineering teams to resolve customer issues.

• Willingness to travel to customer offices and events, approximately 10% of the time.

• Native or professional-level proficiency in English and Hebrew.

• Background in mobile commerce, retail media, or in-app engagement platforms is advantageous.

• Familiarity with Customer Success tools such as Salesforce, Custify, or similar platforms is a plus.

• Experience in the e-commerce, finance, utility, or loyalty sectors is also considered a plus.

🏝️ Benefits

• Flexible remote work setup.

• Equal opportunities for all qualified independent professionals.

• Chance to collaborate with global-scale brands and international teams.

• Opportunities for customer visits and participation in relevant events as part of engagement.