The Customer Success Manager will act as the primary point of contact for key customers, ensuring excellent customer experience, driving product adoption, and fostering long-term loyalty. This role involves proactive engagement, onboarding, training, and regular on-site meetings in the Stuttgart area to support customer success and retention.
Responsibilities
- Managing and growing relationships with key customers, acting as their primary point of contact.
- Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs.
- Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.
- Gathering customer feedback and communicating product improvement suggestions to the development team.
- Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
- Developing and executing customer success strategies that drive product adoption and maximise customer value.
- Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.
- Advocating for the customer within the organisation to ensure their needs are prioritised.
- Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
- Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.
- Conduct regular on-site meetings and business reviews with customers in the Stuttgart area to strengthen partnerships and drive engagement.
- Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.
Requirements
- Bachelor’s degree in business, Marketing, Communications, or a related field.
- 3+ years of experience in customer success, account management, or customer service roles.
- Ability to analyse customer data and usage trends to identify areas of improvement.
- Understanding of product management and its impact on customer experience.
- Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
- Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
- Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
- Familiarity with CRM tools, customer success platforms, and analytics software.
- Negotiation skills to handle complex customer accounts.
Preferred Qualifications
- Advanced degree in Business, Marketing, or a related field.
- Relevant certification in Customer Success, Account Management, or related fields (e.g., Success HACKER, CSM certification).
- Experience in SaaS, technology, or FMCG industries.
- Knowledge of customer success best practices and frameworks.
- Experience with data analytics and reporting.
- Experience in managing large enterprise-level accounts.
- Proficiency in handling customer escalations and resolving conflicts.
- Knowledge of Professional English and German
Technical Stack
CRM tools, customer success platforms, analytics software
Work Arrangement
Remote (Local) — Stuttgart — Regular travel to the Stuttgart area required for on-site engagement with key customers.
