Technical Customer Success Manager
GermanyFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- Account ManagementStakeholder managementCRMCustomer Success
Requirements
- Proven experience in Customer Success, Client Success, Account Management, or a similar customer-facing role within a B2B SaaS environment.
- Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, value realization, renewals, and account growth.
- Experience managing mid-market and/or enterprise customer relationships.
- Ability to quickly learn complex SaaS products and translate business goals into successful platform adoption strategies.
- Excellent communication, presentation, stakeholder management, and relationship-building skills.
- Strong problem-solving abilities, commercial awareness, and a proactive, structured approach to customer management.
- Experience using AI tools to improve workflows, reporting, documentation, automation, or customer-facing operations.
- Proven experience creating or implementing AI-enabled projects, workflows, or automations with measurable impact.
- Comfortable working in a remote, international, and fast-paced SaaS environment.
- Willingness and ability to travel regularly across Europe.
- Fluent English communication skills.
Responsibilities
- Manage and strengthen relationships with customers across the EU region, serving as the primary Customer Success contact throughout the customer lifecycle.
- Develop a deep understanding of each customer's business objectives, success metrics, platform usage, and adoption strategy to drive measurable outcomes.
- Build strong partnerships with stakeholders across marketing, CRM, loyalty, product, technical, digital, and executive teams.
- Develop strong expertise in the platform’s capabilities, workflows, configurations, integrations, and product updates.
- Lead customer meetings, Executive Business Reviews, success planning sessions, workshops, and strategic alignment discussions.
- Proactively monitor customer health, engagement, satisfaction, and platform adoption while identifying risks, blockers, and opportunities.
- Support renewal and expansion initiatives by demonstrating customer value and identifying growth opportunities.
- Collaborate closely with Product, Support, Sales, Professional Services, Marketing, and Engineering teams.
- Utilize AI-powered tools and automation solutions to improve productivity, customer communications, reporting, and internal workflows.
- Travel approximately 30–40% across the EU region for customer visits, strategic meetings, workshops, and business reviews.
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