The Customer Success Manager is responsible for leading the entire customer journey from the moment a new customer comes on board.
This entails the critical on-boarding process (training, running implementation), through the maintenance phase and relationship building (cadence calls, EBRs, reactionary support), to renewal and upsell encompassing (but not limited to) Germany, Austria and Switzerland.
The Customer Relationship – you will be the first person the customer will think of to call
Trusted Advisor
an extension of the customer’s team. Customers will look to you for mentorship on everything to do with their desired outcomes
Onboarding/Implementation project management – Each new customer is a new project that needs oversight
Cadence calls – once a customer is onboarded, we need to keep in regular contact with daily users to make sure desired outcomes are being met
Executive Business Reviews – meeting with key partners
Renewal – customer success is ultimately responsible for the renewal. If you’re doing the job accurately, the renewal should never be in question. You’ll open the renewal conversation and route it appropriately
Upsell – identifying customer buying signs and recognizing when a customer needs to buy additional licenses or products. You will hand those opportunities to the sales team to close
Cross Function
Work with our product and marketing teams to ensure harmony in communication

Bachelor’s degree or equivalent
At least 3 years in a customer facing role (customer success, sales, etc.) working with B2B enterprise customers
Project management driving onboarding and implementation
Experience running a book of Fortune 2000 customers (preferred)
Experience working at a software company (technical interface role preferred)
An understanding of CRM tools like Salesforce, Gainsight, Zendesk, etc.
Knowledge of Value Stream Management (Agile, DevOps, Security preferred)
Proven knowledge of agile and lean methods from the team to enterprise level

Paid Time Off 25 days per year
Comprehensive pension plan
Unlimited access to continuous learning and professional development with TalentLMS
Flexible working arrangements
Opportunity to work with a diverse, globally distributed team

Customer Success Manager

Key skills