Customer Success Manager (f/m/d)

ONEKEY; Düsseldorf; Hybride; EUR 70 000 - 100 000; Plein temps

Résumé du poste

ONEKEY is seeking a Customer Success Manager to own a portfolio of international B2B enterprise customers using our Product Cybersecurity & Compliance Platform. You will drive adoption, measurable customer value, retention and growth while building trusted relationships with stakeholders ranging from technical users to senior decision-makers.

You will lead onboarding, regular check-ins and business reviews and collaborate with Sales, Customer Engineering, Support and RD.

Qualifications

• 3+ years in hands-on Customer Success for complex enterprise products.
• Ability to lead onboarding, check-ins and business reviews with stakeholders.
• Curiosity about cybersecurity, product security or compliance is a plus.

Responsabilités

• Own Your Customer Portfolio & Drive Value: build trusted relationships and turn platform capabilities into measurable outcomes.
• Lead Customer Conversations: onboard, conduct regular check-ins and business reviews with technical and business stakeholders.
• Understand Complex Use Cases: connect needs with capabilities and identify gaps with internal experts.
• Own Customer Topics & Escalations: ensure issues reach the right experts and maintain ownership of communication.
• Own Renewals & Drive Growth: manage renewals and identify upsell/cross-sell opportunities.
• Collaborate & Shape Customer Success: work with Sales, Support, RD and Engineering to improve processes and KPIs.

Connaissances

B2B SaaS Customer Success Experience

Confidence in Customer-Facing Situ

Curiosity for Technical Complexity

Customer & Commercial Mindset

Structured & Proactive Execution

Formation

University degree

Description du poste

As a Customer Success Manager (CSM) at ONEKEY, you will own a portfolio of international B2B enterprise customers using our Product Cybersecurity & Compliance Platform. You will drive adoption, measurable customer value, retention and growth while building trusted relationships with stakeholders ranging from technical users to senior decision-makers.

You do not need to be a cybersecurity engineer, but you should enjoy working with a complex technical product and be curious about product cybersecurity.

About us:

ONEKEY is the leading European specialist in Product Cybersecurity & Compliance Management and part of the investment portfolio of PricewaterhouseCoopers Germany (PwC). The unique combination of an automated Product Cybersecurity &Compliance Platform (OCP) with expert knowledge and consulting services provides fast and comprehensive analysis, support, and management to improve product cybersecurity and compliance from product purchasing, design, development, production to end-of-life. Leading international companies in Asia, Europe and the Americas already benefit from the ONEKEY Product Cybersecurity & Compliance Platform and ONEKEY Cybersecurity Experts.

We are looking for you if you

• Work at the Forefront of Product Cybersecurity & Compliance: Are excited to work in a highly relevant and rapidly evolving field shaped by new technologies, regulatory requirements, and growing security demands.
• Thrive in an International Environment: Enjoy working with leading global organizations across different industries and collaborating with international colleagues and cybersecurity experts across Europe.
• Take Ownership and Make an Impact: Want to take meaningful responsibility for customer value, retention, and growth while actively shaping and further developing Customer Success at ONEKEY.

What we offer:

• Full-time position with flexible working hours and a hybrid workplace
• Work alongside a world-class cybersecurity expert team across Belgium, Germany and Hungary
• A scale-up environment with meaningful room to shape how we work
• A flat hierarchy and an open, supportive and transparent working culture
• Highly competitive compensation and state-of-the-art equipment
• Opportunities to meet and collaborate with colleagues across Belgium, Germany and Hungary
• Prime office location 'above the rooftops of Düsseldorf'

Responsibilities:

• Own Your Customer Portfolio & Drive Value: Build trusted relationships, define success criteria and turn ONEKEY's capabilities into measurable outcomes. Use customer signals to identify risks and opportunities early.
• Lead Customer Conversations: Independently lead onboarding, regular check-ins and business reviews with technical and business stakeholders.
• Understand Complex Use Cases: Understand what customers want to achieve, connect their needs with platform capabilities and identify genuine gaps. Involve Customer Engineering or technical experts where deeper expertise is required.
• Own Customer Topics & Escalations: Ensure customer issues reach the right internal experts and maintain clear follow-through. You are not expected to solve technical support issues yourself. What matters is that you understand the customer context, ask the right questions, involve the right experts and keep ownership of communication and coordination until the topic is addressed.
• Own Renewals & Drive Growth: Own the renewal process, proactively address commercial risks, and identify and close meaningful upsell and cross-sell opportunities.
• Collaborate & Shape Customer Success: Work closely with Sales, Customer Engineering, Support and RD while actively helping improve our customer journey, processes, playbooks, KPIs and success methodology.

Preferred Skills and Experience:

• B2B SaaS Customer Success Experience: 3+ years of hands-on Customer Success experience, ideally with complex, technical or enterprise products. Comparable Account Management or strategic consulting experience can also be relevant. A university degree is a plus, but relevant professional experience matters most.
• Confidence in Customer-Facing Situations: You confidently lead conversations with experienced technical users and senior decision-makers and remain structured and proactive in complex or challenging situations.
• Curiosity for Technical Complexity: Technical complexity makes you curious rather than uncomfortable. Previous cybersecurity, Product Security or compliance knowledge is a strong plus, but not required; genuine interest and willingness to learn are essential.
• Customer & Commercial Mindset: You connect customer objectives with measurable value, retention and growth, build trust across stakeholder levels and drive topics forward across teams.
• Structured & Proactive Execution: You work independently, prioritize effectively and use data and customer context to focus your time where it creates the most value.