Customer Success Manager II – German Speaking

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

📋 Description

• Assist in critical stages of the customer journey, including onboarding, adoption and value discussions, business reviews, and renewal processes.

• Lead an exceptional onboarding experience while ensuring that customer use cases and requirements are fulfilled within the designated timeframe.

• Convert technical customer needs into actionable insights for internal technical teams, and relay feedback to the Product team regarding new feature requests and improvements to enhance the platform.

• Organize onboarding sessions and business reviews to assess performance, understand customer priorities, and identify new opportunities to encourage expansion within both existing and new teams.

• Collaborate with internal resources to formulate account plans that align customer needs with use cases, thus boosting platform utilization.

• Proactively recognize risks that may hinder customers from achieving their defined objectives and collaborate with the Customer Success Management (CSM) and Product Management (PM) teams to devise and implement a thorough risk mitigation strategy.

• Identify challenges affecting customers and provide innovative leadership to find solutions or assist in the joint development of process improvements, programs, and/or resources.

• Create and implement a renewal strategy while effectively communicating the value of Tines to analysts, management, and executive stakeholders, including next steps for the account.

• Analyze account dashboards, metrics, log-ins, and use cases to assess customer health.

• Oversee a portfolio of accounts by evaluating data indicators and account health to drive renewal and expansion strategies.

⛳️ Requirements

• A minimum of 5 years of experience in a technical account management, customer success, or post-sales role at a technology company.

• Proficiency in German.

• Experience with SaaS solutions designed for technical teams (cybersecurity, DevOps, IT, etc.).

• Skilled in inquiry techniques to uncover issues, discover new opportunities, and translate technical requirements to internal teams and partners.

• Familiarity with solving complex problems by leveraging internal resources and knowing when to engage management or leadership.

• Understanding of APIs and their functionality.

🏝️ Benefits

• Tines is committed to providing equal employment opportunities to all employees and job applicants, without regard to sex, race, color, ethnic or social origin, genetic features, language, religion or belief, political opinion, or any other opinion, membership of a national minority, property, birth, disability, age, or sexual orientation.