Customer Success Manager
Skills
Account ManagementB2B SoftwareContract NegotiationCustomer SatisfactionCustomer SuccessEHS Management SystemsEnterprise Software
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3-5 years of Customer Success Management or Account Management experience at B2B SaaS company
- Strong customer-facing skills including communication skills, expectation management, information management and presentation skills
- Strong problem-solving skills and ability to be resourceful when assisting customers
- High attention to detail and organization skills
- Willing to juggle many things at once and prioritize effectively
- Take ownership over his or her work and customers and be accountable for their success
- Creative problem solver who can think strategically on the fly
- Able to build rapport with customers, drive them towards desired actions, and challenge them when appropriate
- Ability to quickly learn new solutions and technology
- Proven track record of working in a fast paced, agile work environment will be given preference
- Post-Secondary Education in a related field (Business, Software Development, Health and Safety, Information Technology, etc.)
- Travel to customer sites and other meetings as required
- Speaks German
Nice to have
- Customer-facing skills
- Problem-solving skills
- Attention to detail
- Organization skills
- Ownership
- Strategic thinking
- Rapport building
- Fast-paced environment
- German language
Day to day
- Work directly with customers to support engagement, adoption, and retention
- Manage customer success journey fostering ongoing adoption while delivering consistent performance KPIs
- Collaborate closely with Customer Sales, Product Management, Support, and other departments
- Serve as the single point of contact actively managing post-sales services relationships
- Lead high-level online training sessions to drive user adoption