Customer Success Manager EMEA
New
S
StorylyB2B SaaS
Listing location: Berlin, Germany; Workplace type: Remote; Structured job location: Berlin, GermanyFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Native or professional level communication skills in English and in Hebrew
- Experience
- 3+ years in a customer-facing Customer Success or Account Management role at a B2B SaaS company
- Required Skills
- SalesforceCustomer SuccessAccount Management
Requirements
- Have 3+ years in a customer-facing Customer Success or Account Management role at a B2B SaaS company.
- Demonstrate ownership of commercial outcomes such as renewals, upsell and negotiation.
- Have experience with mid-market or enterprise accounts, ideally in ecommerce, retail, fintech, betting or mobile-first products.
- Be comfortable using usage and analytics data to diagnose adoption gaps.
- Have a track record of working cross-functionally with Product and Engineering to resolve customer issues.
- Be able to travel to customer offices and events, around 10%.
- Have native or professional-level communication skills in English and Hebrew.
- Experience with mobile commerce, retail media or in-app engagement platforms is a plus.
- Familiarity with Salesforce, Custify or similar customer success tooling is a plus.
- Experience in ecommerce, finance, utility or the loyalty sector is a plus.
Responsibilities
- Own end-to-end post-sale relationships for ecommerce, fintech and betting customers from onboarding through renewal and expansion.
- Lead onboarding calls and dashboard workshops to help new customers reach first value.
- Monitor account health and usage data, identify churn risks, and take action.
- Build content and engagement strategies tied to customer goals using Storyly widgets, placements and AI-powered Flows.
- Run business reviews connecting product usage to conversion, retention and AOV outcomes.
- Own renewals, identify expansion opportunities, and negotiate commercial terms directly.
- Partner with Product, Engineering and Support to resolve technical issues and represent customer feedback.
- Develop case studies, references and reviews based on customer outcomes.
- Represent Storyly at relevant local events and visit customers when beneficial or necessary.
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