Client Success Manager

root group; Deutschland; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

Root group in Germany is seeking a Client Success Manager responsible for nurturing relationships with enterprise clients and ensuring satisfaction while driving product adoption. The role includes managing change requests and collaborating with various teams to advocate for clients.

The ideal candidate will have 3 to 5 years of experience in a client-facing role, preferably in a SaaS environment, and possess strong technical communication skills.

Qualifikationen

• 3 to 5 years in an enterprise client-facing role ideally in a SaaS or software environment.
• Experience managing enterprise clients and engaging with C-suite executives.
• Experience managing change requests and coordinating delivery against client expectations.

Aufgaben

• Manage and nurture long-term relationships with enterprise clients.
• Drive product adoption and provide tailored recommendations.
• Track and analyse client success metrics.

Kenntnisse

Client-centric mindset

Strategic thinking

Problem-solving skills

Proactive and self-motivated

Technical communication

Ausbildung

Tertiary qualification with an aptitude for numbers and data

Tools

JIRA

Postman

Jobbeschreibung

Mission

At Root, we are dedicated to empowering insurance players with innovative solutions that open new markets, drive growth, and deliver exceptional client value. As we continue to expand our footprint into the UK and beyond, we are doubling down on our commitment to providing an outstanding client experience.

The mission of the Client Success Manager is to be responsible for managing and nurturing long-term relationships with our enterprise clients. This role focuses on ensuring client satisfaction, driving product adoption, identifying growth opportunities and ultimately helping clients achieve their desired outcomes through the Root Platform and be Root evangelists.

In this role, you will work closely with Root’s Sales, Support, Professional Services and Product teams to relentlessly advocate for our clients and enable them to harness the full potential of our cutting-edge platform.

Outcomes

Key Outcomes

Client Relationship Management

• Act as the primary point of contact for a portfolio of enterprise clients.
• Build and maintain strong, long-lasting client relationships.
• Understand clients' business goals and objectives and align them with our platform capabilities.
• Maintain or initiate Monthly / Quarterly client review meetings.

Onboarding

• Able to guide clients through platform onboarding after implementation is complete.
• Collaborate with technical support team and professional service team to address any technical challenges during onboarding.

Change Request Management

• Own the end-to-end lifecycle of post-implementation change requests, from intake and qualification through to delivery and sign-off.
• Capture client requirements clearly, translate them into actionable specifications, and partner with Solution Engineering to scope effort and timelines.
• Maintain accurate change logs, risk registers and status communications for each client.
• Ensure change requests are commercially scoped, billed correctly, and aligned with the client’s product roadmap.
• Coordinate UAT and release activities, ensuring clients adopt changes successfully and with minimal disruption.

Product Adoption & Usage

• Drive adoption and usage of the platform by understanding client needs and providing tailored recommendations.
• Conduct regular business reviews and strategy sessions with clients to ensure they are leveraging the platform effectively.

Client Advocacy

• Serve as the voice of the client internally, providing feedback to product management and development teams.
• Identify and develop client advocates who can provide testimonials and case studies.

Renewals & Upsell

• Manage the renewal process, working to retain and expand client accounts.
• Identify opportunities for upselling and cross-selling additional products and services.

Metrics & Reporting

• Track and analyse client success metrics, such as CSAT, and churn rates.
• Provide regular reports and insights to the executive / management team on client health and success.

Competencies

General

• Client-centric mindset with a passion for helping clients succeed.
• Strategic thinker with strong problem-solving skills.
• Business Minded.
• Proactive and self-motivated with a high level of initiative.
• Ability to build trust and rapport with clients and internal teams.
• Proven track record of success in client success roles.
• Organised and technically savvy.

Technical

• Solution Literacy: Able to understand and discuss the client’s Root configuration, data flows and integration points at a level sufficient to scope and prioritise change requests.
• Project Management Tool Proficiency: Comfortable working in JIRA (or similar) to track change requests, incidents and release activities.
• Integration Awareness: Familiarity with APIs, web services, HTTP and SFTP, and tools such as Postman, sufficient to triage integration questions and route them appropriately.
• Clear Technical Communication: Able to translate technical detail into plain language for non-technical stakeholders, and articulate client needs accurately to internal technical teams.

AI use & legibility

At Root, we use AI to amplify human capability. You are expected to make effective use of AI to reduce low-value effort and create more time for the work that benefits most from human judgment, creativity, expertise, and relationships.

AI is not a substitute for critical thinking, ownership, or accountability. You are expected to apply sound judgment, verify outputs, and remain responsible for the quality of your work and decisions.

As Root builds an increasingly AI-legible organisation, everyone is expected to contribute through effective documentation, knowledge-sharing, and context management that make information easier for both people and AI to discover, understand, and use.

Background

• Tertiary qualification with an aptitude for numbers and data.
• 3 to 5 years in an enterprise client-facing role ideally in a SaaS or software environment.
• Experience managing enterprise clients and engaging with C-suite executives.
• Experience managing change requests, scoping work with engineering or delivery teams, and coordinating delivery against client expectations.
• Insurance domain expertise is a bonus.