Customer Success Manager

Pointsharp; Freiburg im Breisgau; Hybrid; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

A European cybersecurity company is seeking to hire a Customer Success Manager responsible for enhancing customer satisfaction and managing relationships. The role requires experience in customer success within a SaaS environment, strong communication skills in German and English, and a structured approach to work. The company supports a hybrid work model and values employee development and work-life balance.

Leistungen

Growth opportunities

Flexible working hours

Joint activities and benefits

Work-life balance

Qualifikationen

• Experience in a customer success team at an international SaaS company.
• Strong skills in establishing networks and making new contacts.
• Ability to communicate with clients at a professional level.

Aufgaben

• Track customer satisfaction within territory.
• Communicate with customers to increase satisfaction.
• Analyse NPS-Score and explore churn risks.
• Represent customer voice internally and enhance response times.
• Optimize CRM processes and documentation.
• Manage regular customer information via multiple channels.

Kenntnisse

Customer success experience

German language skills

Communication skills

Service mindset

Technical knowledge in IT

Jobbeschreibung

What does this role entail

• You are main responsible for tracking customer satisfaction within your territory.
• To identify how we can increase the level of satisfaction you communicate daily with our customers. With the help of a software solution you measure and analyse the NPS-Score within your territory.
• You assess the risk level of churn and appropriate findings help to define early indicators for a potential churn and to improve our services and products.
• Internally you represent the customers voice and share your findings with the related stakeholders. You take care that our customers receive an appropriate answer within a reasonable timeframe.
• You help to optimise our CRM on your input automated workflows can reduce our administrative workload or we identify trigger‑events for automated Customer Success tasks.
• Regular customer information via different channels like mailings, webinars or trade fairs belongs also to your responsibilities.
• Because of your structured way of working centralised documentation within our CRM is a key success factor for you and you always strive for increasing our data quality.
• Through your high self‑motivation you’re able to organise yourself in your daily work. You will also work close together with Sales, Product Management and Support.

You’ll thrive in this role if

• You gain already experiences in a customer success team of an international SAAS company or a comparable position.
• You are interested in shaping the future of a European software company and to achieve common goals as one company and one customer success team.
• You enjoy establishing your own network to collaborate successfully with all colleagues across all entities and countries and to promote our mission in the entire company.
• It is easy for you to make new contacts and you’re convincing with your friendly and winning manner.
• You have a strong service mindset and communication skills to talk with our biggest clients at eye level.
• You are structured, organised and enthusiastic about concrete results.
• You are also interested in IT and the digital world and are keen to build up the necessary technical knowledge about our portfolio of complex products with our support.
• Excellent German language skills and English communication with international business contacts and colleagues is no difficulty for you. Other languages are an advantage.

Why Pointsharp

• Potential to grow: We are just in the beginning of our growth journey with great opportunities to develop within your role and the company.
• Opportunity to influence: The culture is characterised by entrepreneurship and a strong focus on technology. Something that contributes to short decision paths and makes room for new ideas.
• Joint activities: According to us it should be fun and pleasant to go to work and we therefore invest a lot in joint activities and good benefits.
• Work‑life balance: We support the compatibility of family and career through a great deal of flexibility in organising working hours and hybrid working.
• We would like to receive applicants from all genders m / w / d

About us

Pointsharp is a European cybersecurity company founded in 2006. Pointsharp delivers specialized software and services that help organizations secure identities, authorisation, access and data in a user‑friendly way. We believe easy‑to‑use security solutions are the foundation for a safe modern digital workplace.

We offer a varied and exciting everyday life at an international company that is just at the beginning of our growth journey. At Pointsharp the employees are in focus. We put a lot of effort into safeguarding our community and culture a culture that has long been characterised by entrepreneurship and a strong focus on technology. Something that contributes to short decision paths and great opportunities to develop within their role and the company. At Pointsharp all genders are welcome.

Pointsharp Security made easy

Experience

Manager

Key Skills

Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing

Employment Type

Full‑Time

Experience

years

Vacancy

1