Customer Success Manager
As a key player in our customer success organization, you will be responsible for ensuring the success of our most strategic customers. You will play a pivotal role in driving adoption and value realization through comprehensive adoption and value engagements.
Key Responsibilities:
* Manage a portfolio of accounts and lead engagement throughout the customer lifecycle
* Develop and maintain strategic Success Plans that align to value milestones and customer-defined business outcomes
* Establish relationships with customer key stakeholders and ensure regular check-ins to understand and promptly address client needs and concerns
* Monitor customer analytics and KPIs to reinforce the value of the customer solution, identify areas to improve customer experience, and optimize the solution
* Facilitate Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growth
Requirements:
* Minimum 3 years of experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption
* Minimum 3 years of experience in customer management within platform management and security solutions, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels
* Excellent organizational skills and ability to establish milestones and keep success plans on task
* Adept at handling internal and external escalations
* Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers
Benefits:
* Fluency in German and English
* Experience working with customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking
* Opportunity to work with a dynamic team and contribute to driving business growth and profitability