Customer Success Manager m/w/d in London

 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 the clients to understand their needs and ensure their success with the partner-software

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

Work with customers to build their most time-sensitive workflows into the partner-software 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 the partner-software

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 the partner-software

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.

Nicole Nibel