Senior Customer Success Manager

Job summary

In this role, you will be instrumental in fostering long-term success for key enterprise customers. You will manage a portfolio of strategic accounts, ensuring they derive maximum value from the solutions offered while identifying growth opportunities.

Qualifications

• Several years of experience in Customer Success, account management, or a similar customer-facing role within B2B software, particularly with enterprise clients.
• Proven track record in retaining and expanding a customer portfolio, including managing renewals and expansions.
• Experience working with senior stakeholders and translating their business objectives into measurable outcomes.
• Strong written and verbal communication skills in English, along with the ability to coordinate efforts across teams.
• Proficiency in analyzing data, including health, usage, and satisfaction metrics to prioritize efforts.
• Familiarity with ERP, finance automation, or e-commerce software is advantageous.
• German language skills are a plus, particularly for engaging with German-speaking customers.

Responsibilities

• Manage a portfolio of strategic enterprise accounts post-go-live, focusing on adoption and value realization.
• Build and sustain relationships with senior customer stakeholders, acting as a trusted advisor.
• Develop and maintain success plans for each account, tracking progress and conducting regular value reviews.
• Oversee account renewals, assessing risks and leading discussions to ensure successful outcomes.
• Identify growth opportunities within accounts and collaborate with Sales for new product initiatives.
• Monitor customer health and take proactive measures to address any risks.
• Seek innovative approaches to enhance efficiency, including leveraging AI for insights.

Education

• Relevant degree or equivalent experience in a related field is preferred.

Tools

• Familiarity with CRM systems and data analysis tools is beneficial.