As a Customer Success Manager, you will own a portfolio of high-value customers and be accountable for delivering measurable business outcomes throughout the customer lifecycle. You will drive retention, expansion, and cross-sell within your portfolio, develop and execute strategic account plans, and serve as the primary advocate for your customers and the partners serving them.
Requirements
- Own end-to-end customer lifecycle management—from onboarding through renewal and expansion.
- Manage a portfolio of enterprise accounts with tailored engagement strategies based on customer needs, scale, and growth potential.
- Conduct strategic success planning, stakeholder mapping, and executive business reviews to drive alignment and achievement of customer objectives.
- Monitor customer health signals, usage data, and sentiment to identify risks, opportunities, and next-best actions proactively.
- Execute lifecycle programs and playbooks that increase adoption, value realization, satisfaction, and retention.
- Maintain accurate documentation of activities, insights, and outcomes within CRM and customer success platforms.
- Own commercial outcomes within your portfolio, ensuring expansion opportunities are identified, prioritized, and executed.
- Use data, product signals, and customer insights to uncover upsell or cross-sell paths that align with customer goals.
- Support both on-cycle and off-cycle renewals with a focus on seamless experience and value reinforcement.
- Partner with Product and Support teams to address technical needs and to escalate customer insights that inform the roadmap and drive improvements.
- Collaborate with Marketing on campaigns, case studies, and customer advocacy initiatives.
- Work with Operations on customer enablement, education, and digital engagement programs.
- Ensure a frictionless, integrated customer experience by aligning with internal teams to resolve challenges and remove blockers.
- 5-10 years in Customer Success or a similar commercial, customer-facing enterprise role.
- Demonstrated track record of driving retention, expansion, and cross-sell across complex customer environments.
- Strong communication, executive presence, and negotiation skills.
- Proven ability to build and maintain relationships with senior stakeholders and executives.
- Experience managing the customer lifecycle using CRM and CS platforms (e.g., Salesforce).
- Comfort with data-driven decision-making and account prioritization.
- Highly collaborative mindset with the ability to influence cross-functional teams.
- Preferred Experience: Experience in SaaS, hosting, WebOps, or related technical environments.
- Familiarity with WordPress, Drupal, or similar technologies.
- Understanding of digital engagement automation, customer health scoring, and lifecycle modeling.
- Ability to speak German
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
