Senior Customer Success Manager

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

📋 Description

• Establish and nurture robust relationships with key decision-makers and stakeholders.

• Assess customer objectives, challenges, and requirements to propose suitable upsell opportunities.

• Promote product value and encourage adoption to facilitate future upselling efforts.

• Conduct regular check-ins with customers to gauge satisfaction, address issues, and pinpoint areas for growth or enhancement.

• Oversee a portfolio comprising 15–25 enterprise and multiproduct accounts.

• Monitor and tackle risks associated with account retention.

• Track and report on customer health, satisfaction, product usage, and other key performance indicators (KPIs).

• Provide actionable insights to both internal teams and customers.

• Identify opportunities to increase customer wallet share through an analysis of customer needs, business objectives, and product usage.

• Achieve retention and expansion goals by employing consultative sales strategies.

• Articulate the value of products and services in alignment with customer business goals.

• Lead account teams by coordinating internal stakeholders to effectively address customer challenges and meet collective objectives.

⛳️ Requirements

• At least 6 years of experience in customer success, account management, or strategic consulting roles that involve direct customer interaction.

• Proven ability to address and fulfill complex and strategic requirements of enterprise customers.

• Background in SaaS or retail-related industries is preferred.

• Demonstrated track record of consistently meeting and surpassing targets.

• Skilled at cultivating strong relationships and building trust with customer stakeholders to achieve desired outcomes.

• Exceptional listening capabilities, enabling comprehension, articulation, and resolution of complex issues for both technical and non-technical audiences.

• Strong analytical skills, leveraging customer data to inform decisions, drive results, and offer actionable recommendations.

• Proficient in both spoken and written German and English.

🏝️ Benefits

• Fully remote position.

• Opportunity to influence the digital transformation within the supply chain sector.

• Work for an organization that integrates innovation with corporate social responsibility.

• Engage with a global brand involved in customer-centric initiatives.