Customer Success Manager

We are seeking a highly motivated Customer Success to join our team and work with our customers from the DACH region. In this role, you will manage the customer lifecycle from day 1 through renewal, ensuring that our customers receive the highest level of service and support. You will improve our CSM processes and set up the infrastructure (tools, processes, way we work) to be highly impactful. You will work cross-functionally with sales, marketing, engineering, and product teams to align on customer needs and company strategy. You will also serve as the point of contact for your customers and drive them to specific business outcomes on their timelines.

• Drive customer adoption and ensure successful onboarding to increase customer retention and revenue
• Build and improve our CSM processes and set up the infrastructure to be highly impactful on the customer journey
• Onboard and support Secfix customers through the lifecycle of their certification journey
• Become an expert in ISO 27001, GDPR and other forms of compliance
• Work cross-functionally with sales, marketing, engineering and product teams to align on customer needs and company strategy
• Serve as the point of contact for your customers in the DACH region and drive them to specific business outcomes on their timelines
• Write and record educational and technical content for our knowledge base.

• English (fluent) and German (C2)
• Great time management and organisational skills
• Excellent communication skills
• Ideally 1+ years of experience in customer success, customer experience, or account management roles at a high-growth B2B SaaS company
• Comfortable talking through basic technical concepts with a technical audience
• Proven track record of managing multiple concurrent projects
• Experience working with cross-functional teams (Sales, Support, Engineering, Product)
• Energetic and engaged with remote culture
  
  Nice-to- have:
• Know your way around Intercom, Clickup, Zapier, Google Spreadsheets, GPT-3/GPT-4 and Notion
• Other languages
• Entrepreneurial mindset

You will have two colleagues in the CS team.

• 20-30 min - Screening Call
• 30 min - Meet our Head of People
• Take-home Assessment
• 1.5hr Assessment review and interview with our CEO and Customer Success Lead
• 1.5h - Final "Virtual On-Site Interview" with team & Co-Founders in Gather, our virtual office