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(Senior) Customer Success Manager
4 months ago
Senior Customer Success Manager EMEA
Please only apply if you are a candidate who is based in the UK and can speak professional/fluent/native German.
The role will be focused on Enterprise customers/accounts all across Europe but will have a particular density across the DACH.
We are recruiting for a Senior Customer Success opening for a VC-backed ($220m) MarTech vendor in the CDP/Customer Engagement space. The role would be responsible for an Enterprise portfolio of 10-15 accounts across the EU with a strong focus on DACH (fluency in German).
They have an amazing list of customers including Customers include FoodHub, Sweatcoin, SoundCloud, Magenta, Travel Lodge, Deutsche Telekom, Garmin, SoundCloud, Landmark Financial, JPMorgan, CitiBank, Loblaw, Poshmark, etc, and many others
5+ years experience in supporting complex enterprise customers with marketing technology solutions (email, push, SMS) or closely related solutions with an understanding of technical, product, and marketing disciplines
~ Exceptional project management and organizational skills - especially in coordinating
~ Previous experience in Customer Success or Support Engineer roles for a SaaS company is a plus
~ Professional ability to speak German is a plus
Actively monitor client usage and identify opportunities to upsell additional products and services
Conduct regular client check-ins and provide QBRs to ensure clients are receiving value from our products and services
Develop and implement client retention strategies to ensure long-term partnerships
Conduct client satisfaction surveys and analyze feedback to improve the customers experience
Project manage different projects concurrently.
Monitor customer health, satisfaction, risks, and escalations
Augment the internal team members supporting the customer to ensure timely response and interpretation of solutions
