The Role

In support of our ambitious growth plans in the DACH region, we are expanding our Customer Success Team in Germany and are excited to be recruiting for an experienced Customer Success Manager, reporting directly to the Head of Customer Success. This is a remote/field based role involving regular travel to customer sites across the region.

The Customer Success Manager will be a key member of the Customer Success Team, responsible for creating and driving long-term, trusted relationships with our growing customer base across the DACH region, focusing on driving adoption and retention and identifying cross-selling opportunities across the Group portfolio.

Key responsibilities

• Work alongside the Sales and Onboarding teams to successfully and seamlessly onboard new customer accounts immediately prior to and post contract signing, supporting the full transition to Customer Success
• Build, maintain and develop exceptional customer relationships with existing customers, focussing on driving engagement across a defined territory through a partnership approach
• Take a proactive approach to identifying cross and upsell opportunities across the CitNOW Group’s portfolio
• Collaborate with the wider European Customer Success team to share knowledge and continue the development of best practices
• Establish & develop multi-level contacts and networks within allocated accounts and brands as part of the account review process
• Monitor customer health and take corrective action when a decline in engagement is identified
• Continuously drive education of product releases for our customers through review meetings, ensuring that new feature requests for customers are considered internally when building future product roadmaps
• Work closely with the Customer Support team to ensure customers are receiving a high level of customer satisfaction through first class support at 1st and 2nd line level
• Ensure all contact activity, business information and details are kept current within Salesforce

Our Brand Values

• We are powered by our people
• We delight our customers
• We make it happen
• We are always learning
• We are One Team

Knowledge & Skills:

• Fluency in German with very good English skills
• Experience in a Customer Success Manager position in a Technology/SaaS business is highly desirable
• Excellent analytical and problem-solving abilities, with the ability to work in a fast-paced environment