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

Senior Customer Success Manager (m / f / d)

In Germany - Berlin| Hamburg

We are at the innovation forefront in our space, inventing business models, algorithms, solutions, and methodologies. Our end-to-end solutions deliver sustained top-line impact for our clients.

Are you interested in working in a team of digital evangelists with a can-do attitude? Want to experience the dynamics of agile processes in open-minded teams? How about getting creative in a startup atmosphere with a steep development curve and flat hierarchies? And most importantly, do you want to make a difference? Then you've come to the right place. Become a pioneer of digital transformation and support us as a Customer Success Manager!

What makes us special:

• Advance your career with exciting professional opportunities in our thriving company with a startup feel.
• Add to your experience with our projects that focus on growth, have a positive impact, and truly matter.
• Voice your unique ideas in a corporate culture defined by our entrepreneurial spirit, openness, and integrity.
• Feel at home working with our helpful, enthusiastic colleagues who have great team spirit.
• Broaden your perspective with our extensive training curriculum and learning programs (e.g. LinkedIn Learning).
• Speak your mind in our holistic feedback and development processes (e.g. 360-degree feedback).
• Satisfy your need for adventure with our opportunities to live and work abroad in one of our many international offices.
• Enjoy our benefits, such as hybrid working, daycare allowance, corporate discounts, and wellbeing support (e.g. Headspace).
• Unwind in our break areas where you can help yourself to the healthy snacks and beverages provided.
• See another side of your coworkers at our frequent employee events and highly anticipated World Meeting and Holiday Party.

How you will create an impact:

• You will be responsible for designing and executing our customer success plans, which will include enabling our clients to become successful with our software and providing insights on tool usage and performance.
• To ensure customer success, you will develop and lead workshops and strategic sessions with our clients to enhance and optimize their application usage.
• Additionally, you will conduct regular user trainings on new releases for our customers.
• You will oversee proof of value projects and implementation projects, ensuring that our clients' needs are thoroughly met.
• If needed, you will act as an escalation manager for support issues, ensuring swift and effective resolution.
• You will analyze performance indicators and systematically collect customer feedback to execute proactive solutions that improve KPIs and enhance customer satisfaction.
• As a key feedback provider to product management, you will significantly contribute to planning the product roadmap and initiatives.
• You will support the Sales Teams by conducting discovery meetings and client demos, identifying the right product fit, and ensuring contract renewals in collaboration with Sales.
• You will drive marketing collaboration with clients to enable client references, case studies, conference speeches, etc.

About you:

• You have a bachelor’s or master’s degree (business, computer science or a related field) and one to three years of professional experience in IT consulting.
• You have well-founded experience in the field of Customer Success or Professional Services for software applications.
• You have very strong interpersonal and communication skills and proactively, reliably, and enthusiastically work with clients, consultants, and product experts.
• You are skilled in project management enabling you to manage services efficiently and effectively.
• Ideally, you have first experience within B2B and/or Retail (pricing) context.
• You have knowledge of and are enthusiastic about technology trends and digital topics.
• You have refined problem-solving skills to translate business needs into digital solutions.