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 of ecommerce, fintech, and betting companies, from onboarding through to renewal and growth.

• Conduct onboarding sessions and dashboard workshops to ensure new customers achieve initial value quickly.

• Track account health and usage metrics to identify churn risks early and take proactive measures before issues escalate.

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

• Conduct regular business reviews linking product usage to quantifiable outcomes such as conversion rates, retention, and average order value (AOV).

• Manage renewals and pinpoint expansion opportunities, directly negotiating commercial terms.

• Collaborate with Product, Engineering, and Support teams to address technical issues and convey customer feedback for the product roadmap.

• Transform successful customer outcomes into case studies, testimonials, and reviews.

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

• Collaborate with global-scale brands and app owners to enhance the value of Storyly's AI-driven content experience platform.

⛳️ Requirements

• Over 3 years of experience in a customer-facing Customer Success or Account Management position at a B2B SaaS organization.

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

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

• Proficient in analyzing usage and analytics data to identify adoption gaps, rather than merely reporting on them.

• History of collaborating cross-functionally with Product and Engineering teams to resolve customer issues.

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

• Excellent communication skills in English and Hebrew, at a native or professional level.

• Experience 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.

• Background in e-commerce, finance, utilities, or loyalty sectors is beneficial.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• A dynamic and inclusive work environment.

• Access to cutting-edge technology and tools.

• Flexible working arrangements to support work-life balance.