Customer Success Manager – III

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

📋 Description

• Cultivate and sustain long-term client relationships as the head of the ongoing account management team for customers located across Europe.

• Establish and nurture relationships at the executive level, both with clients and within SPS.

• Enhance customer lifetime value by overseeing the onboarding, addition, and adoption of trading partners.

• Conduct regular business reviews (e.g., QBRs/EBRs) with defined outcomes and actionable next steps.

• Recognize opportunities to increase customer value through cross-selling, upselling, and growth in adoption.

• Optimize customer lifetime value by collaborating with clients to comprehend their business objectives, devising and managing strategies for how SPS and customers can achieve that value.

• Ensure timely delivery of products or services in accordance with sales contracts and relay product feedback to management or development teams.

• Responsible for managing a portfolio of 20-25 accounts at any given time, which includes a mix of mid-market and large enterprise accounts.

• Spearhead change management initiatives.

• Effectively communicate with various levels within both SPS and the customer’s organization, tailoring the message to the audience.

• Act as the primary contact within SPS and the customer organization for general updates and status reports.

• Oversee and facilitate the customer’s adoption of SPS product features and functions in relation to their overall business requirements.

⛳️ Requirements

• At least 5 years of experience in Customer Success, Account Management, or Consulting, preferably within SaaS or technology sectors.

• Exceptional verbal and written communication skills in both German and English.

• Demonstrated ability to manage mid-market and enterprise clients effectively.

• Proven track record of collaborating and building robust relationships with customers.

• Experience engaging closely with C-level/SVP-level executives for clients and conducting executive business reviews.

• Strong presentation capabilities.

• Excellent organizational and time management skills.

• Familiarity with complex, multi-stakeholder environments.

• Ability to rapidly assess and reassess priorities in a dynamic setting.

• Strong listening skills with a considerate approach to addressing customer challenges.

• Proven ability to handle customer escalations and drive towards desired outcomes.

🏝️ Benefits

• Comprehensive benefits package designed to support employees’ health, well-being, and financial security.