(Senior) Customer Success Manager (f/m/d)

THE ROLE

We are looking for an (Senior) Customer Success Manager (f/m/d) who is excited to join us in building the first global supplier search engine. As a tech-driven company we are looking for support to grow the business commercially and be at the forefront of digital transformation in the procurement space together with our customers.

YOUR EXPERIENCE

● 3+ years proven track record in consultative Customer Success managing large customers, ideally in a complex B2B SaaS tech company
● Ideally, 2-3 years of work experience in start-up environment or similar (e.g. consulting)
● Proven track record of successful project management and customer communication
● Exceptional communication skills, with the ability to build credibility with both Executives and operational teams on both Customer Success and Procurement topics
● Ability to identify upsell opportunities and develop actionable plans to drive expansion
● Affinity for tech and data science topics
● Native-level German and excellent English
● Proficiency in Microsoft Office
● Optional: Experience in B2B startup in procurement and/or supply chain management

WHAT WE VALUE

We value innovation, teamwork, and a customer-centric approach.

WHAT WE OFFER

● Working in a fast-paced environment with challenging tasks (zero-boredom-guarantee)
● High ownership and the freedom of managing your own projects
● Direct collaboration with the founder
● Rapid professional development with steep learning curve
● Awesome team events and an inclusive company culture with a diverse team

YOUR RESPONSIBILITIES

● Manage Enterprise Accounts: Develop and maintain trusted advisor relationships with Senior Stakeholders at B2B customer organizations (e.g. with Director, VP Level); create and execute Joint Success Plans, establishing critical goals to help customers achieve their objectives.
● Develop Partnerships: Proactively identify upsell opportunities and new business potentials at your managed Accounts.
● Manage Projects: Align with users on eSourcing project needs and ensure a seamless experience from onboarding to ongoing support in alignment with internal teams, e.g. Product Operations.
● Deliver Product Demos / Webinars: Showcase our offerings to potential new users within the customer organization highlighting key features and benefits of Alpas.
● Creating insights: Translate customer usage data into actionable advice for Customer Senior Stakeholders and translate results into tangible Success Stories.
● Monitor KPIs: Measure and report customers’ achievement of critical performance indicators internally and leverage data to effectively drive successful adoption and retention of your accounts/users.
● Drive Innovation: Act as the voice of the customer to drive the evolution of Alpas’ product and platform functionalities e.g. through sharing your insights on Customers’ needs & pain points with Product Management.
● Enhance Customer Success Practices: Contribute to the development of CS best practices e.g. with regards to Customer Onboarding, the Tool Stack and the overall Customer Journey to enhance team expertise.

The role of a Customer Success Manager focuses on delivering value to our customers, managing the relationships, and providing excellent customer support to avoid churn, drive growth and maintain our customers’ high satisfaction.