Customer Success Manager

Delphitek; Deutschland; Hybrid; EUR 70.000 - 110.000; Vollzeit

Benefits dieser Stelle

Flexible working arrangements

Work wherever you work best

Zusammenfassung

Delphitek is seeking a proactive Customer Success Manager to help customers maximize value from our platform and drive long-term retention and expansion.

You will be the primary contact across onboarding, adoption, renewals, and growth conversations, building trusted relationships and identifying risks and opportunities.

The role offers flexible working arrangements and the chance to influence customer outcomes through add-ons and services.

Qualifikationen

• 6+ years in Customer Success, Account Management, Relationship Management, or SaaS customer-facing roles.
• Experience managing customer onboarding and lifecycle programs.
• Success driving renewals, retention, and account expansion.

Aufgaben

• Lead customer onboarding and implementation activities.
• Guide customers through platform setup, adoption and best practices.
• Ensure customers achieve value quickly and efficiently.
• Develop onboarding resources and success plans.
• Build strong, trusted relationships with key stakeholders.
• Conduct regular customer health checks and business reviews.
• Monitor product adoption, engagement, and customer satisfaction.
• Identify and address risks before they impact retention.
• Drive successful renewal outcomes and long-term customer retention.
• Identify opportunities and lead value-based conversations.
• Collaborate with sales and product teams to support account growth strategies.
• Help customers understand and adopt new capabilities that improve business outcomes.
• Gather customer feedback and communicate insights to product and engineering teams.
• Identify opportunities for product improvements and enhancements.
• Develop customer success stories, case studies, and references.
• Champion the voice of the customer across the business.

Kenntnisse

Communication skills

Relationship management

Data-driven approach

Organised

Commercial awareness

Jobbeschreibung

Customer Success Manager

Own customer onboarding, health checks, adoption initiatives and framework add-on growth opportunities.
Drive customer outcomes, retention and expansion.

About the Role

We are seeking a proactive and customer-focused Customer Success Manager to help our customers achieve maximum value from our platform while driving long-term retention and account growth.

You will be the primary point of contact throughout the customer lifecycle, from onboarding and adoption through to renewals and expansion conversations. This role is critical to ensuring customers remain engaged, successful, and continuously uncover new opportunities to leverage our frameworks, add-ons, and services.

Success in this role means building trusted relationships, proactively identifying risks and opportunities and delivering an exceptional customer experience.

Key Responsibilities

Customer Onboarding

• Lead customer onboarding and implementation activities.
• Guide customers through platform setup, adoption and best practices.
• Ensure customers achieve value quickly and efficiently.
• Develop onboarding resources and success plans.

Customer Success & Retention

• Build strong, trusted relationships with key stakeholders.
• Conduct regular customer health checks and business reviews.
• Monitor product adoption, engagement, and customer satisfaction.
• Identify and address risks before they impact retention.
• Drive successful renewal outcomes and long-term customer retention.

Account Growth & Upsell

• Identify opportunities
• Lead value-based conversations.
• Collaborate with sales and product teams to support account growth strategies.
• Help customers understand and adopt new capabilities that improve business outcomes.

Customer Advocacy

• Gather customer feedback and communicate insights to product and engineering teams.
• Identify opportunities for product improvements and enhancements.
• Develop customer success stories, case studies, and references.
• Champion the voice of the customer across the business.

Reporting & Performance

• Track customer health metrics, adoption, renewals, and expansion opportunities.
• Maintain accurate customer records within CRM systems.
• Contribute to customer success reporting and forecasting.
• Support achievement of company retention and growth targets.

About You

You're passionate about helping customers succeed and have a natural ability to build strong relationships while balancing commercial outcomes.

Desired Experience

• 6+ years in Customer Success, Account Management, Relationship Management, or SaaS customer-facing roles.
• Experience managing customer onboarding and lifecycle programs.
• Success driving renewals, retention, and account expansion.
• Familiarity with CRM platforms such as HubSpot, Salesforce, or similar.

Key Skills

• Outstanding communication and relationship-building skills.
• Strong commercial awareness and customer empathy.
• Ability to identify risks and proactively solve problems.
• Highly organised with excellent follow-through.
• Data-driven approach to customer engagement and success.

Personal Attributes

• Customer-first mindset.
• Proactive and self-motivated.
• Results-oriented with a focus on retention and growth.
• Comfortable working in a fast-paced, evolving business environment.
• Collaborative team player with strong stakeholder management skills.

What We Offer

• Competitive pay
• Opportunity to directly influence customer growth and retention
• Flexible working arrangements
• Work wherever you work best