Customer Success Manager, German speaking

This is a fully remote position, open to applicants in Netherlands, +1 more country.

📋 Description

• Facilitate the onboarding process for customers and guarantee effective platform implementation, acting as a bridge between clients and the engineering team.

• Oversee integrations with ticketing systems and workflows, and create well-defined work processes.

• Spearhead intricate technical onboarding that includes API integrations, system design, and data migrations.

• Address escalations as the main technical point of contact, working alongside engineering to resolve bugs.

• Provide guidance on security protocols, authentication methods, and best practices for infrastructure scaling.

• Analyze usage data to enhance platform performance and pinpoint underutilized functionalities.

• Convert technical documentation into accessible training materials for non-technical teams.

• Execute business review health checks to ensure product performance aligns with client objectives.

• Actively monitor customer health to avert churn and discover growth prospects.

• Propel account growth by recognizing expansion possibilities and securing renewals through demonstrated return on investment (ROI).

• Champion customer interests by transforming feedback into organized product feature requests.

• Support Open, an AI-driven customer experience platform that aids enterprise businesses in automating support, outbound sales, and customer comprehension on a large scale.

⛳️ Requirements

• 3–5 years of experience as a Customer Success Manager, onboarding enterprise clients, managing post-sales relationships in SaaS environments, and executing technical integrations with ticketing systems.

• Proficiency with CRM platforms such as Salesforce or HubSpot, in addition to workflow automation tools.

• Familiarity with AI tools, including prompt engineering and AI-based integrations.

• Experience in project scoping, structured implementation strategies, and developing onboarding playbooks that outline clear work processes and workflows.

• Skilled in managing senior stakeholders and serving as a liaison between customers and engineering, effectively coordinating across engineering, support, and product teams.

• Availability during CET business hours and willingness to support enterprise clients across various time zones.

• Domain knowledge in enterprise SaaS, AI customer experience, or support operations is advantageous.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• A dynamic and inclusive work environment that fosters innovation.