ГерманияCustomer Success Manager
5 дн. назад
Германия
Act as a strategic partner to customers, build relationships, guide renewals, identify growth opportunities, and prevent churn for 's AI-native Employee Experience Platform.
О компании
- We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform . Our industry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees.
- Headquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis–St. Paul, our diverse team of 550+ employees supports 1,500+ customers—reaching over 14 million employees—in transforming their employee experience. We are proud to be a Unicorn company—privately valued at over $1 billion—demonstrating strong growth, innovation, and lasting impact in our industry. Together, we’re shaping the future of workplace communication.
- As a Customer Success Manager, you act as a strategic partner to your customers and help them turn their communication goals into real impact. You build strong, trust-based relationships, guide customers through a smooth renewal process, identify growth opportunities, and actively prevent churn. With your product expertise and collaborative approach, you empower customers to fully leverage the platform and contribute to their long-term success.
Обязанности
- Build and maintain strong, strategic relationships with your customers as a trusted advisor
- Lead regular check-ins and Business Reviews tailored to your customer segment to align on goals, showcase value, and strengthen the partnership
- Take full ownership of renewals by preparing, coordinating, and guiding customers through a clear and value-driven renewal process
- Monitor customer health, identify risks early, and develop actions to prevent churn
- Identify and drive upsell and expansion opportunities based on customer needs and product usage
- Create structured Account Plans that outline goals, success criteria, and actionable next steps
- Provide proactive guidance on platform adoption, best practices, and approaches to strengthen internal communication
- Use engagement and usage insights to help customers optimize their platform experience
- Stay current on product updates, new features, and industry trends to support customers with relevant knowledge
- Represent the Voice of the Customer by sharing structured feedback with internal teams to support product improvements
- Support Marketing initiatives such as customer stories, events, and community engagement
Другое
- 3+ years in Customer Success, Account Management, or a hybrid Sales/CS role within SaaS
- Business fluent in German and English
- Fluency in a third language such as French is a plus
- Proven experience owning a revenue quota (Renewals and/or Upsells) with a track record of meeting or exceeding targets
- Comfort navigating contract discussions and commercial negotiations with procurement and decision-makers
- Ability to move beyond "support" conversations to discuss business value, ROI, and long-term strategy
- Ability to manage high-stakes situations, such as turning around at-risk accounts
- Exceptional presentation skills, capable of leading Executive Business Reviews with C-Level executives
- Competitive Compensation - we offer attractive salary packages including LTIP (unit-based Long Term Incentive Plan)
- Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of €1560
- Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
- Support - we’re offering a company pension scheme
- Volunteers Day - you’ll get one day off per year for supporting a social project