Customer Success Manager

Jobtailor; Frankfurt; Vor Ort; EUR 52.000 - 72.000; Vollzeit

Zusammenfassung

Jobtailor is looking for a proactive Customer Success professional based in Germany to lead customer onboarding, drive product adoption, and manage the customer lifecycle from onboarding through renewal. You will coordinate trainings, identify opportunities for expansion, and shape customer experiences with a focus on retention and renewal.

The role requires excellent German language skills, strong communication, and experience with CRM platforms.

Qualifikationen

• Proven experience working with customers in CS, support, project, or account management.
• Experience with CS platforms or CRM systems (e.g., Gainsight, ChurnZero, HubSpot, Salesforce).
• Agency or consulting experience is a plus but not required.
• Technical affinity and enthusiasm for business software.
• Excellent German language skills, written and spoken.
• Good English skills are a plus.

Aufgaben

• Be the first point of contact and face of our products for customers.
• Independently guide new customers through onboarding projects.
• Actively support customers throughout their lifecycle.
• Identify early signs of declining engagement and initiate retention measures.
• Manage contract renewals and explore upsell opportunities.
• Conduct trainings and webinars for customers.
• Identify problems before they occur to prevent issues.
• Provide structured customer feedback to contribute to product development.

Kenntnisse

Customer interaction

CRM platforms

Agency experience

Technical affinity

German language

English language

Tools

Gainsight

ChurnZero

HubSpot

Salesforce

Jobbeschreibung

Responsibilities

• Customer communication: You are the first point of contact and the face of our products in interactions with our customers
• Onboarding: You independently guide new customers through their onboarding projects
• Customer support: You actively accompany customers throughout their entire lifecycle
• Customer retention and churn prevention: You identify early signs of declining engagement and initiate targeted measures
• Retention and renewals: You are responsible for your customers' contract renewals
• Upsell and expansion: You identify opportunities for deeper product adoption
• Training and education: You conduct trainings and webinars
• Proactive issue prevention: You identify problems before they occur
• Product development: You provide structured customer feedback and actively contribute to the further development of our products

Requirements

• Proven experience working with customers, ideally in Customer Success Management, Support, Project Management, or Account Management
• Experience with Customer Success platforms or CRM systems (e.g., Gainsight, ChurnZero, HubSpot, Salesforce, or similar)
• Experience in an agency or consulting environment is a plus but not required
• Technical affinity and genuine enthusiasm for business software
• Excellent German language skills, both written and spoken
• Good English skills are a plus

Core Competencies

Demonstrates expertise in Customer Success Management, focusing on customer onboarding, retention, and proactive support. Proficient in utilizing Customer Success platforms and CRM systems to enhance customer engagement and product adoption.