Customer Success Manager ESG

AMCS Group; Berlin; Hybrid; EUR 63.000 - 81.000; Vollzeit

Zusammenfassung

A sustainability software specialist is seeking a Customer Success Manager ESG in Berlin (hybrid) to manage ESG accounts and ensure customer satisfaction. The role involves building relationships, facilitating check-ins, and identifying upsell opportunities. Candidates should have 5+ years in customer-facing roles with expertise in ESG and be fluent in German and English.

Qualifikationen

• 5+ years of experience in customer success or related customer-facing role.
• Relevant work experience in the field of ESG, carbon accounting, or reporting.
• Strong communication skills to engage diverse customer stakeholders.

Aufgaben

• Facilitate regular customer check-ins and business reviews.
• Monitor product adoption and identify upsell opportunities.
• Maintain accurate customer records in Salesforce.

Kenntnisse

Customer relationship management

ESG knowledge

Fluency in German

Fluency in English

Problem-solving

Ausbildung

Bachelor's degree in business, marketing or relevant field

Tools

Salesforce

Jobbeschreibung

Overview

Sustainability that means business

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Who we are

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

Our people

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

Role

We are seeking a proactive and customer-focused professional to join us as a Customer Success Manager ESG working in Berlin (hybrid) or remote. In this role, you will take ownership of a portfolio of ESG accounts, building strong relationships across all levels of your customers' organizations and serving as their trusted advisor. Your primary responsibilities will include ensuring customer satisfaction, driving product adoption, and identifying opportunities to maximize customer outcomes.

Key Responsibilities

• Facilitate regular customer check-ins and business reviews to maintain strong relationships and foster ongoing engagement.
• Provide value consulting services to help customers achieve their goals, distinguishing consulting from standard support services.
• Monitor product adoption and usage to ensure customers are leveraging the platform effectively.
• Identify upsell and cross-sell opportunities to support revenue growth and ensure customers are utilizing relevant product offerings.
• Establish and maintain customer health scoring systems (e.g. NPS, CSAT) to monitor satisfaction and engagement and identify improvement opportunities.
• Handle escalations effectively, collaborating across teams to resolve customer issues quickly and efficiently.
• Ensure CRM hygiene by maintaining accurate and up-to-date customer records, including contact details and engagement status in systems such as Salesforce.

Required Qualifications

• Relevant work experience in the field of ESG (knowledgeable on EFRAG, GHG protocol, carbon accounting, ESG software and / or reporting).
• 5+ years of experience in a customer success, account management, or related customer-facing role, ideally in a B2B SaaS environment - Bachelor's degree in business, marketing, or a relevant field is preferred.
• Fluency in German and English; additional languages are a plus.
• Tech-savvy with experience guiding customers through software solutions and providing consultative support.
• Demonstrated ability to deliver high-quality customer service and maintain a proactive approach to customer follow-ups and escalations.
• Strong written and verbal communication skills to engage with diverse customer stakeholders effectively & proven ability to analyse customer needs and craft tailored solutions that align with their goals.
• Adaptability, critical thinking, and problem-solving skills to handle evolving customer requirements and scenarios.
• Willingness to travel for customer meetings, workshops, and industry events as required.