Customer Success Manager - EMEA

Posted 2024-10-29

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💎 Seniority level: Senior, Proven experience in Customer Success area

📍 Location: Europe

🔍 Industry: Open-source communications

🏢 Company: Rocket.Chat

🗣️ Languages: English, German, French

⏳ Experience: Proven experience in Customer Success area

🪄 Skills: LeadershipCommunication SkillsCollaboration

Requirements:

Fluent in English.
Experience in customer training and product presentations.
Proven experience in Customer Success.
Experience with B2B and SaaS solutions.
Deep understanding of CS metrics (NPS, Health Score, Churn, SLA, LTV).
Solid experience in customer retention with enterprise stakeholders.
Passion for technology and in-depth technical knowledge.
Capable of handling technical discussions on software requirements.

Responsibilities:

Responsible for onboarding, retention, and customer relationships in general.
Negotiate with customers to retain and upsell their accounts.
Ensure customer satisfaction, engagement, and retention.
Guide customers throughout the onboarding process.
Configure the product according to customer needs.
Map and address customer pain points.
Monitor indicators like NPS, Churn, and Health Score.
Track engagement metrics and provide remote training.
Define and monitor Success Milestones.

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Customer Success Manager - EMEA

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