Customer Success Manager

Responsibilities:

• Own the relationship with new and existing customers
• Establishment of success criteria and onboarding plans and ensure successful adoption across the account.
• Develop and maintain relationships with existing customers to ensure their satisfaction and retention while helping to grow our incremental revenue.
• Improve product usage within assigned accounts through a continuous increase in value.
• Engage in proactive communication with customers, implementing automation when necessary.
• Mapping of accounts relationships, Secure introductions to other teams within the same account, Secure Case Studies / Videos / Podcasts / Webinars with Customers
• Act as a point of escalation for your customer s critical issues.
• Identification of expansion opportunities and set the base for contract renewal negotiations
• Convey feedback from customers to the product team in order to drive improvements to the product.

Requirements:

• Excellent communication skills in English, both verbal and written (preferably native speaker). German, French, and Spanish speakers would be a plus.
• Very organized, process-oriented with a critical mindset and focused on continuous improvement
• Prior experience in customer success or equivalent experiences such as account management or similar and strong examples of proven experience in the tasks mentioned above.
• Experience working with a technical and/or SaaS product.
• Our customers include developers, Engineering managers, CTOs, and non-technical stakeholders (among others), therefore it is critical you can:
• Understand and convey technical information, adapting your approach depending on your audience
• Build relationships with a wide variety of people and seniorities.
• Some level of industry knowledge and their key business processes (or a high propensity to learn).
• Be able to solve complex problems with incomplete information.
• Independent thinker with the ability to recognize where processes can be improved and who to collaborate with to improve them.