Senior Customer Success Manager (m/f/d)
RemoteUnited States or Germany
Job Summary
Own the customer as primary point of contact, defining success plans with deliverables and ensuring clear communication across the post-sale journey. Act as a strategic consultant to mid-market and enterprise clients, building in-depth relationships while quantifying product impact through ROI models. Develop and execute Account Plans in collaboration with Strategic Account Managers to drive expansion and close opportunities. Provide coaching to improve product adoption, identify risk through proactive touchpoints, and implement new features based on uncovered needs. Serve as the "Voice of the Customer" by collaborating with internal stakeholders, presenting technology solutions, and advocating for C-level stakeholders. Manage a book of business across verticals including retail, financial services, and public sector, utilizing executive business reviews to maintain strong reference ability.
Required Qualifications
- At least 7+ years of Customer Success or related experience in a B2B environment working with Mid Market and Enterprise level customers
- Background as Solution Engineer, Solution Architect or similar consultative role
- Experience in presenting technology suite of products within an existing portfolio of accounts as well as consulting and translating customer business and technology needs into technology solutions
- Experience in proactively growing customer relationships while being curious to understand client's business
- Prior experience in an environment where you managed a book of business in technology which included significant growth in net new opportunities
- Experience across verticals such as retail, financial services, travel, public sector, publishing etc
- Experience working closely with C-level / SVP-level executives at customers (CIO, CTO Preferred)
- Experience with executive business reviews and similar Sr level presentations with positive outcomes
- At ease demonstrating product functionality; ability to provide comprehensive overview of key business use cases
- Experience influencing change in complex organization
- Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional
- Comfortable in fast-paced, global team
- Demonstrated leadership skills in a team environment whether project, cross functional or direct functional team
- Native-level fluency in German and fluency in English are a must
- The role can be either based out of our Berlin office with a hybrid model (Monday/Wednesday & Thursday working from the office / Tuesday & Friday from home) or 100% remote from anywhere in Germany
Desired Qualifications
- Background as Solution Engineer, Solution Architect or similar consultative role is a plus
- Experience across verticals such as retail, financial services, travel, public sector, publishing etc is a plus
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