Lead Customer Success Manager, Tech Startup DACH

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

📋 Description

• Customer support and onboarding: You employ scalable methods to assist numerous customers while offering personalized onboarding and support for high-potential or at-risk accounts.

• Product usage and health: You evaluate usage patterns to uncover opportunities for enhancing customer engagement and delivering increased value.

• You autonomously execute strategies that boost customer retention and facilitate product adoption.

• Churn and risk management: By persistently monitoring customer data, you identify early indicators of churn or dissatisfaction and formulate targeted actions to mitigate risks and retain customers for the long term.

• Account growth: Collaborating with the Sales team, you pinpoint and pursue expansion opportunities to maximize the potential of each account.

• Product feedback: You proactively gather customer insights and assist our product team in continuously refining the product.

• Data management and documentation: You maintain high data quality in the CRM by documenting interactions and recognizing automation opportunities.

• Projects: You spearhead projects that aid in the advancement of Customer Success.

• Leadership: You take charge and assume functional responsibility, overseeing and delegating tasks within a team of 2 to 3 individuals.

⛳️ Requirements

• 2 to 3+ years of experience as a Senior Customer Success Manager in a SaaS company.

• Proficiency in both German and English.

• Strong analytical mindset coupled with a sense of ownership and initiative.

• Capable of identifying root causes and developing sustainable solutions through transparent communication.

• Experience in recognizing up-sell and cross-sell opportunities.

• Ability to prioritize and execute tasks based on customer requirements, business impact, and expansion potential.

• Dedication to data quality and accuracy; consistently addresses pertinent data-related issues.

• Initial experience in process design, automation, and scaling.

• You flourish in dynamic settings, adapt swiftly to challenges, and maintain an optimistic outlook.

🏝️ Benefits

• A highly motivated and dedicated team that values a positive working environment.

• All essential work equipment is provided, including a new MacBook and more.

• 100% remote work, with office locations available in Hamburg, Malaga, and Barcelona.

• Generous vacation policy that exceeds the Spanish average.

• A dynamic atmosphere that fosters your professional growth.

• An exciting and challenging role where you actively contribute to the company's success and growth.