Customer Success Manager (m / w / d) Deutsch und Englisch

UpSlide; Deutschland; Hybrid; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A leading productivity solutions provider is looking for a Customer Success Manager in Germany to support DACH clients. The role involves ensuring client satisfaction, facilitating training sessions, and driving adoption of the software. Candidates should have 2 years of B2B customer success experience, technical aptitude, and proficiency in Microsoft Office, particularly Power BI. This role offers opportunities for professional development in a hybrid work environment.

Leistungen

Work-from-home budget of €500

Wellness package of €59 per month

Commuter allowance of €86 monthly

30 days holiday plus public holidays

Paid parental leave

Qualifikationen

• 2 years of experience in B2B customer success or a related field.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills in English and German.

Aufgaben

• Build and nurture strong relationships with key stakeholders.
• Train new users to ensure they can use all UpSlide features effectively.
• Deliver engaging and thorough training sessions to clients.

Kenntnisse

B2B customer success experience

Technical aptitude

Problem-solving skills

Analytical skills

Team player

Proficiency in Microsoft Office

Communication skills in English and German

Attention to detail

Power BI experience

Project management skills

Tools

Power BI

Jobbeschreibung

UpSlide is the number one productivity solution provider for financial services. Our software dramatically improves the functionality of PowerPoint, Word, Excel, and Power BI and enables users at firms like Citi, KPMG, and BNP Paribas to focus on high-value tasks rather than formatting or copy-pasting. We’re scaling up with 160+ employees across our offices in New York, London, Paris (HQ), Singapore, and Berlin.

Our values

• Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.
• Trust: We are passionate, committed, and free to act with autonomy.
• Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

The team

As our new Customer Success Manager, you’ll be joining the Berlin office to support with our DACH clients while becoming part of a global community of over 20 CSMs. Your mission is to ensure our clients use our tool, are satisfied, and renew their contracts. This is a unique opportunity to take ownership of a key market and make a real impact on the growth and success of our DACH operations.

You’ll be mentored by Theo, your future manager, who brings over 8 years of experience at UpSlide. With deep product, client, and market knowledge, he is the perfect guide to help you thrive in your role and grow your career.

At UpSlide, we believe in fostering a positive and collaborative work environment. Here are some of the team rituals that contribute to our vibrant culture:

• Annual seminar in Paris – unique opportunity for teams to connect and enhance cohesion.
• Team lunches – we often go out to celebrate wins, reflect on projects, socialize, or try new restaurants.
• Monthly social events – team-building activities or casual outings.

Team goals

Here is what the sales funnel looks like at UpSlide:

• Business Development Representatives – client prospection
• Account Executives – contract signing and renewal signing
• Consultants – tool implementation and training (for smaller clients)
• Customer Success Managers – training, adoption, client satisfaction, account expansion, and long-term relationship nurturing

Your responsibilities

• Client satisfaction, adoption, and renewal
  • Build and nurture strong relationships with key stakeholders within customer organisations, becoming a trusted business advisor.
  • Training new users to ensure they can use all the UpSlide features effectively.
  • Master and enrich your client knowledge and UpSlide product knowledge to be your clients’ go-to source of knowledge and advice.
  • Establish clear retention goals and process milestones for the client and collaborators to work toward.
  • Deliver engaging and thorough training sessions to clients to ensure great adoption.
  • Maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needs.
  • Lead business reviews and introduce your client to new features relevant to their use case.
  • Organise webinars to train your clients on specific features.
  • Assist in creating training courses and educational materials for our clients.
  • Promote an energetic fan base for our product and locate brand ambassadors (client sponsors) to champion UpSlide’s benefits and value across the client’s business.
  • Work closely with the Sales teams to build account plans and identify expansion and upsell opportunities.
  • Lead workshops with our Product team to represent your clients’ voice.
• Data analysis and innovation
  • Analyse your clients’ usage statistics to boost usage through training sessions, webinars, etc.
• Collect and process customer feedback through surveys
  • Optimise existing processes within the company and actively enhance customer success initiatives.
  • Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter.
• Organise events to promote UpSlide
  • Work with your manager and team to continually uplevel our white-glove services, offerings, and scalability.

Your goals

What you will be assessed on:

• Net retention rate (NRR)
• Churn rate

Qualifications

• 2 years of experience in B2B customer success or a related field.
• Technical aptitude.
• Strong problem-solving and analytical skills.
• Interest in leveraging data, analytics, and automation to drive ROI.
• Strong team player mind, always looking for ways to contribute but also manages well independently.
• Proficiency in Microsoft Office (especially PowerPoint).
• Excellent written and verbal communication skills in English and German.
• An eye for detail.
• Familiarity with financial and professional services.
• Power BI experience.
• Ability to switch contexts quickly and manage multiple priorities at the same time.
• Strong project management skills to manage an exciting portfolio of clients.

If you don’t tick all the boxes but you think you’d be a great fit, please apply and tell us why.

Recruitment process

Successful candidates will progress through stages where they’ll have the opportunity to meet a team member, the Germany Managing Director, and the Deputy CEO. We’ll conduct a reference check to learn how to help you thrive! On average, our process lasts 3 weeks.

What we offer

Make a real difference and be at the very centre of a self-funded and growing SaaS company (doubling every two years for the past 10 years)!

International environment: Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries.

Hybrid work: 2-3 days / week hybrid work policy.

Work-from-home budget: €500 WFH equipment budget.

Training & professional development: Collaboration with our sister company, IPH, who provides UpSliders with training on key soft skills and management.

Wellness package: €59 per month for physical and mental wellness activities.

Commuter allowance: €86 monthly travel allowance.

Parental leave: Paid parental leave for the birthing / non-birthing parent and help for parents of children under seven.

Beautiful office: Beautiful common areas and meeting rooms, tea / coffee, etc.

Holidays: 30 days plus public holidays.

Company events: Office socials and international company events (e.g., annual company seminar, team seminar, and sustainability actions taken throughout the year).

More about UpSlide

On top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging culture. You will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a person.

UpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment. UpSlide is now 30% owned by employees.

More info here: upslide.net/en/from-a-to-b-corp-our-mission-for-positive-impact

UpSlide was ranked #1 best place to work in 2019 and #1 best place to work in 2020 in the category best company for remote work.

More info here: upslide.net/en/happiness-at-work-recipe

As a B Corp-certified company, we have strong commitments toward our employees, community, clients, suppliers, and the environment. We strive to create an environment where everyone feels welcome. This commitment to diversity and inclusion is applied in our recruitment process and your employee experience once you’ve joined UpSlide.