Customer Success Manager (SaaS)

jrni is Europe's leading appointments software platform, providing tailored solutions for consulting-intensive industries. The Customer Success Manager will be responsible for managing and scaling the platform for enterprise customers, ensuring satisfaction and retention while identifying growth opportunities.

Responsibilities:

• Own the full customer journey for your accounts — from consulting and setup through to go-live
• Lead project management for jrni Enterprise customers
• Maintain and grow existing customer relationships to build long-term partnerships
• Identify cross-sell and up-sell opportunities that create value for customers and the business
• Ensure high levels of customer satisfaction and retention
• Communicate regularly with customers to understand and anticipate their needs
• Advise customers on new products and services
• Partner with the support team to maintain a high standard of service
• Handle support requests and run thorough needs assessments
• Deliver software demonstrations, both for prospects and during go-live
• Work closely with the marketing and sales (growth) team

Requirements:

• Experience in customer success, key account management, (IT) consulting, and/or business development — ideally in a SaaS environment
• Fluent written and spoken German and business-fluent English
• A structured, solution-oriented approach and the ability to work through complex problems effectively
• Strong communication skills
• Strong organisational skills and the ability to work independently
• Comfort working with modern digital tools — for example browsers, Slack, LinkedIn, Monday.com, Confluence, Loom, Microsoft Teams, macOS, and Freshdesk (helpful, not essential)