Customer Success Manager

Jobtailor; Hamburg; Vor Ort; EUR 42.000 - 60.000; Vollzeit

Zusammenfassung

Jobtailor in Hamburg is seeking a Customer Success professional to be the face of our products for German-speaking customers. You will own onboarding projects, coordinate ongoing customer care, and drive retention through proactive engagement and renewal management.

The role requires solid experience in customer-facing positions, strong German language skills, and familiarity with CRM systems like Salesforce, HubSpot, Gainsight or ChurnZero. English is a plus.

Qualifikationen

• Solid experience in customer-facing roles.
• Experience in Customer Success, Support, PM or Account Management.
• Experience with Customer Success platforms or CRM systems.
• Very good German language skills, written and spoken.
• Good English skills are an advantage.

Aufgaben

• Be the first point of contact for customers.
• Support onboarding projects for new customers.
• Maintain customer care throughout the customer lifecycle.
• Address churn with retention measures.
• Handle renewals and identify upsell opportunities.
• Deliver trainings and webinars.
• Analyze product usage to prevent issues.
• Collect customer feedback for product improvements.

Kenntnisse

Customer facing experience

German language skills

CRM experience

Technical affinity

Tools

Gainsight

ChurnZero

HubSpot

Salesforce

Jobbeschreibung

• Customer communication: first point of contact and the face of our products
• Onboarding: supporting new customers with onboarding projects
• Customer care: reliable point of contact throughout the entire customer lifecycle
• Customer retention and churn prevention: measures to address declining engagement or risk of churn
• Retention and renewals: responsible for contract renewals
• Expansion and upsell: identifying opportunities for deeper product usage
• Training and education: delivering trainings and webinars
• Proactive issue prevention: analyzing product usage
• Product development: bringing in customer feedback and contributing to product improvements

Requirements

• Solid experience in customer-facing roles
• Ideally in Customer Success, Support, Project Management or Account Management
• Experience with Customer Success platforms or CRM systems (e.g., Gainsight, ChurnZero, HubSpot, Salesforce, etc.)
• Technical affinity and genuine enthusiasm for business software
• Very good German language skills, written and spoken, are essential
• Good English skills are an advantage

Core Competencies

Demonstrates expertise in customer communication, onboarding, and retention strategies, with a strong focus on customer success and proactive issue prevention. Proficient in utilizing customer success platforms and CRM systems to enhance customer engagement and product usage.

Tools & Technologies

• Gainsight
• ChurnZero
• HubSpot
• Salesforce