Customer Success Manager
New
E
ElementOpen source messaging
United KingdomFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English (C1+); German (C1+ preferred)
- Required Skills
- AndroidStakeholder managementCustomer SuccessiOSAccount Management
Requirements
- Excellent communication and stakeholder management skills.
- Proven experience in customer-facing roles, ideally serving enterprise or government clients.
- Professional-level English proficiency (C1+).
- German language skills (C1+) are a bonus.
- Account Management experience including dealing with renewals and contracts is a plus.
- Familiarity with decentralised systems, open source software, VoIP, or end-to-end encryption.
- Knowledge of mobile platforms (iOS, Android) and mobile device management.
- Existing security clearance (UK, SÜ2 in Germany, or equivalent) is preferred.
Responsibilities
- Own the onboarding journey, including customer handover from Sales and development of tailored onboarding plans.
- Deliver customer training sessions and workshops to drive product adoption.
- Support product provisioning and ensure successful technical rollout in partnership with Support and Technical Account Managers.
- Maintain regular customer contact and build trusted relationships with stakeholders at all levels.
- Capture and share customer insights to ensure feedback flows effectively into the organization.
- Escalate and resolve urgent issues impacting customer success.
- Influence long-term product roadmap decisions based on customer needs.
- Partner with Account Managers on renewals and account growth opportunities.
- Track and report on customer outcomes, adoption trends, and satisfaction.
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