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Customer Success Manager

London, UK

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About The Role

  • Take ownership of new accounts and manage their onboarding.

  • Identify, design, and be able to achieve the customer's goals in a short-term relationship.

  • Build strong relationships with our clients to understand their needs and ensure their success with

  • Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio.

  • Work with customers to build their most time-sensitive workflows into and ensure there is a clear end-user training plan for those workflows.

  • Engage 1:1 with targeted customers at key points in the customer journey to ensure the adoption of

  • Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours.

  • Be a role model, sharing client success methodology with members of your immediate team as well as cross-department.

  • Represent the voice of the customer and influence the product development roadmap.

  • Partner with the Sales and Implementation team to ensure the customers' retention and maximize the account potential and experience (upsell, crosssell, and expansion opportunities).

  • Lead online webinars, consultations, and one-on-one demos to educate customers on the features of

Your Experience & Skills

  • Native German speaker and high-level English is a must.

  • 2+ years of B2B customer success, account management, or consulting experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (+100) and with the German market.

  • High prioritization skills and process orientation.

  • Context switching – manage different (multiple) accounts at different stages in the life cycle.

  • Ability to embrace the mindset of continuous improvement and actively contribute to the CS processes and practices.

  • Superb written and verbal communication skills.

  • Positive attitude, empathy, and high energy.

  • Ability to take initiative and adapt.

  • Strong customer-facing and presentation skills with the ability to establish credibility with executives.

  • BA or BS degree.

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