Managing a portfolio of customers across the full lifecycle, including onboarding, training, ongoing support, usage development, and renewal preparation.
Leading customer conversations to understand business objectives, use cases, and success criteria, and translating these insights into clear, actionable plans.
Delivering product training, workshops, and tailored enablement sessions aligned to customer needs and maturity levels and acting as a trusted advisor and the primary point of contact for product-related questions and guidance.
Applying strong analytical thinking and in-depth product expertise to help customers address complex business questions using patent and innovation data.
Monitoring customer engagement and proactively identifying opportunities to increase adoption, value realization, and long-term retention.
Identifying, documenting, and following up on product issues, while communicating clearly and professionally with customers and internal stakeholders.
Collaborating closely with Sales, Product, and other internal teams to share customer feedback, support demonstrations, and contribute to ongoing product improvement.
Building strong, long-term customer partnerships and helping to establish the foundation for sustainable growth and upsell opportunities.

A university degree in mathematics, natural sciences, engineering, economics, data analytics, or a comparable field.
Experience in a customer-facing role such as Customer Success, Consulting, Solution Support, Technology Analysis, or a similar position.
Strong analytical and problem-solving skills, with the ability to structure complex topics and explain them clearly and logically.
Excellent communication and presentation skills, with confidence in engaging directly with international customers.
Proven ability to manage expectations, build trust, and guide customers toward practical, value-driven outcomes.
A proactive, structured, and well-organized working style, with the ability to learn new topics independently.
A strong interest in technology trends, innovation, and data-driven decision-making.
Excellent English proficiency; German and/or French language skills are considered an advantage.

Generous holiday allowance with the option to buy additional days
Health screening, eye care vouchers and private medical benefits
Wellbeing programs
Life assurance
Access to a competitive contributory pension scheme
Save As You Earn share option scheme
Travel Season ticket loan
Electric Vehicle Scheme
Optional Dental Insurance
Maternity, paternity and shared parental leave
Employee Assistance Programme
Access to emergency care for both the elderly and children
RECARES days, giving you time to support the charities and causes that matter to you
Access to employee resource groups with dedicated time to volunteer
Access to extensive learning and development resources
Access to employee discounts scheme via Perks at Work

Customer Success Manager

Key skills