Be the voice of your customers.
Manage a large portfolio of accounts post implementation, focusing on growing adoption, ensuring retention, expansion and satisfaction.
Leverage our data on customers in your portfolio to determine which customers to prioritize and proactively reach out to address their issues.
Partner with customers to understand their strategic goals, priorities, and desired business outcomes.
Work with them to build and execute on a success plan and key performance indicators.
Provide coaching and best practices to improve the adoption of Beekeeper and expand usage into new use cases
Interact and engage with customers on all levels (incl. VPs and Directors) and different personas (Comms, HR, IT, Operations, Frontline)
Work closely with your Account Manager counterpart to develop a joint success plan for your customers and identify expansion opportunities within your customer portfolio.
Drive accountability for deliverables internally and among customer teams to create a sense of ownership and get things done.
Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations to address your customers’ needs.
Contribute continuously to the overall improvement of internal processes

Outstanding written and verbal communication and in-person presentation skills
Native / Bilingual proficiency in written and spoken German is a must.
A learning mindset: you’re curious, adaptable and always strive to improve
Solution oriented mindset, highly-organized, and possessing a structured approach to resolving complex issues
Your obsessed with driving customer outcomes and think frontline first
Taking initiative and having a hands-on mentality
Positive and constructive attitude, passionate about customer success and energized by helping others
Strong relationship-building skills, consulting skills and technical curiosity
Ability to manage a customer portfolio and effectively prioritize your time based on customer needs, business goals and opportunities
Ability to handle difficult customer situations and set expectations
Bonus points : B2B experience working in Customer Success, Consulting, Project Management or Account Management in a SaaS context
Experience in change
and project management
Experience with discovery and questioning techniques
Technical understanding of SaaS landscape
Basic technical understanding of integrations / APIs
Experience in conducting in-person or online workshops

Hybrid work model – 2/3 days at the office
26 days of annual leave
Private medical insurance — covered for you and partially for your partner/family
Afterworks, team celebrations & seasonal parties
Equipment
Creative allowance

Customer Success Manager

Key skills