Customer Success Manager

Jobtailor; Deutschland; Remote; EUR 90.000 - 140.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks an experienced customer success leader to own executive-level relationships with strategic clients and drive multi-year success plans tied to business outcomes and ROI.

The role requires guiding customers through transformations, leading EBRs with C-level stakeholders, and collaborating with Product, Marketing, and Services to deliver tailored solutions. You will mentor peers and shape the customer journey across onboarding, adoption, and renewals.

Qualifikationen

• 7-10+ years in Customer Success, Account Management, or Strategic Consulting roles.
• Proven experience owning executive-level relationships at enterprise customers.
• Strong background in navigating complex organizations.
• Demonstrated success managing multimillion-dollar ARR accounts.
• Executive presence: able to engage and influence CxO stakeholders with confidence.
• Experience using a Customer Success Management Platform.
• Comprehensive experience with Customer Success best practices.
• Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts.
• Ability to work in a fast-paced, dynamic environment.
• Strong problem-solving skills, with a proactive and solutions-oriented mindset.

Aufgaben

• Act as the trusted advisor and main executive point of contact for one to a few strategic customers.
• Build deep, multi-threaded relationships across customers’ C-suite and senior leadership.
• Proactively guide customers’ long-term success strategy, aligned with business objectives.
• Co-create multi-year success plans tied to business outcomes and ROI.
• Lead Executive Business Reviews (EBRs/QBRs) with C-level stakeholders.
• Position Company as a critical partner in customers’ transformation or strategic initiatives.
• Partner with cross-functional teams across the customer journey to deliver exceptional customer experiences.
• Monitor health metrics and proactively address risks.
• Use data to forecast renewals and provide strategic insights to customers and internally.
• Serve as the voice for strategic customers internally, influencing product roadmap and go-to-market strategies.
• Partner with Product, Marketing, and Services to co-develop solutions for complex enterprise needs.
• Mentor and guide other CSMs, sharing best practices for executive engagement and strategic/enterprise account management.
• Partner cross-functionally to deliver flawless execution across onboarding, adoption, support, and renewals.
• Create joint success metrics with customers and track/report progress at the executive level.
• Handle escalations with urgency and diplomacy, mobilizing internal executives as needed

Kenntnisse

Executive relationship management

Strategic account management

Customer success

Cross-functional collaboration

Forecasting & data analysis

Tools

Customer Success Platform

Jobbeschreibung

• Act as the trusted advisor and main executive point of contact for one to a few strategic customers
• Build deep, multi-threaded relationships across customers’ C-suite and senior leadership
• Proactively guide customers’ long-term success strategy, aligned with business objectives
• Co-create multi-year success plans tied to business outcomes and ROI
• Lead Executive Business Reviews (EBRs/QBRs) with C-level stakeholders
• Position Aline as a critical partner in customers’ transformation or strategic initiatives
• Partner with cross-functional teams across the customer journey to deliver exceptional customer experiences
• Monitor health metrics and proactively address risks
• Use data to forecast renewals and provide strategic insights to customers and internally
• Serve as the voice for strategic customers internally, influencing product roadmap and go-to-market strategies
• Partner with Product, Marketing, and Services to co-develop solutions for complex enterprise needs
• Mentor and guide other CSMs, sharing best practices for executive engagement and strategic/enterprise account management
• Partner cross-functionally to deliver flawless execution across onboarding, adoption, support, and renewals
• Create joint success metrics with customers and track/report progress at the executive level
• Handle escalations with urgency and diplomacy, mobilizing internal executives as needed

Requirements

• 7-10+ years in Customer Success, Account Management, or Strategic Consulting roles
• Proven experience owning executive-level relationships at enterprise customers
• Strong background in navigating complex organizations
• Demonstrated success managing multimillion-dollar ARR accounts
• Executive presence: able to engage and influence CxO stakeholders with confidence
• Experience using a Customer Success Management Platform
• Comprehensive experience with Customer Success best practices
• Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving skills, with a proactive and solutions-oriented mindset

Core Competencies

Demonstrates expertise in managing executive-level relationships and driving customer success strategies that align with business objectives. Proficient in using Customer Success Management Platforms and implementing best practices to enhance customer experiences and outcomes.

Highest-signal resume keywords

• Customer Success Management
• Executive-Level Relationship Management
• Multimillion-Dollar ARR Account Management
• Exceptional Communication Skills
• Problem-Solving Skills

Hard Skills

• Customer Success Management
• Account Management
• Strategic Consulting
• Data Analysis
• Success Metrics Development

Soft Skills

• Executive Presence
• Influencing Skills
• Proactive Mindset
• Diplomacy
• Collaboration

Industry Keywords

• C-Suite Engagement
• Business Outcomes
• Executive Business Reviews
• Customer Journey
• Complex Organizations

Tools & Technologies

• Customer Success Management Platform