Customer Success Manager – Public Sector

Jobtailor; Stuttgart; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a results‑driven Customer Success Manager to guide public SaaS customers from onboarding through expansion. You will map customers' business processes to the platform, build durable relationships, and position value in quarterly reviews.

You will own stakeholder management, monitor health metrics to prevent churn, and drive upsell opportunities with a commercial mindset. Fluency in German and English and hands‑on collaboration are essential in this growth‑stage environment.

Qualifikationen

• Experience in Public SaaS: 3+ years in Customer Success or Account Management, preferably in public SaaS.
• Education & Tools: Bachelor’s degree; confident use of CS/CRM tools (Zendesk, Confluence, Jira, Pipedrive).
• Commercial Mindset: not a pure task-executor; links product adoption to revenue growth.
• Flexibility & Hands‑on Mentality: ability to adapt in a dynamic growing company and tackle tasks independently.
• Strong Business Communication: navigate complex orgs and negotiate fluently in German and English at executive level.

Aufgaben

• Strategic onboarding and business mapping to align platform with customer processes.
• Account development and upsell readiness by demonstrating added value.
• Presenting metrics in business reviews and translating data into implications for stakeholders.
• Stakeholder management and acting as trusted advisor to key decision-makers.
• Monitor customer health metrics and take commercially sound actions to prevent churn.

Kenntnisse

Public SaaS Experience

Commercial Mindset

German & English Communication

Flexibility

Hands-on Mentality

Ausbildung

Bachelor’s degree or equivalent

Tools

Zendesk

Confluence

Jira

Pipedrive

Jobbeschreibung

• Strategic Onboarding & Business Mapping: You guide new customers through a structured onboarding process. Instead of providing purely feature-focused training, you map the platform directly to the customer’s business processes.
• Commercial Account Development & Upsell Readiness: With a strong commercial instinct, you identify business opportunities early. You prepare the ground for expansion and make customers ready for upsell by clearly demonstrating added value.
• Demonstrating Value in Business Reviews: In Quarterly Business Reviews (QBRs) and customer meetings, you don’t just report usage numbers or Monthly Active Usage — you translate metrics into concrete business implications for stakeholders.
• Strategic Stakeholder Management: You establish yourself as a trusted advisor for key decision-makers. You manage stakeholders deliberately and proactively steer customer expectations instead of simply escalating issues internally.
• Customer Health Monitoring & Churn Prevention: You monitor core metrics in a data-driven way and initiate commercially sound actions early to minimize risks and secure long-term contracts.

Requirements

• Experience in Public SaaS: At least 3 years of solid professional experience in a Customer Success or Account Management role, ideally within the public SaaS sector.
• Education & Tools: Bachelor’s degree or equivalent qualification; confident use of CS/CRM tools (e.g., Zendesk, Confluence, Jira, Pipedrive) and ideally experience with visual collaboration tools.
• Commercial Mindset: You are not a pure “order-taker” who only executes tasks. You understand the relationship between product adoption and revenue growth.
• Flexibility & Hands‑on Mentality: We are evolving dynamically. You enjoy the hands‑on reality of a growing company, bring a high degree of flexibility, and proactively tackle tasks independently.
• Strong Business Communication: You can navigate complex organizational setups, confidently facilitate interactive business workshops, and negotiate fluently in German and English at the executive level.

Core Competencies

Demonstrates expertise in Customer Success and Account Management within the Public SaaS sector, focusing on strategic onboarding, stakeholder management, and data-driven customer health monitoring. Proficient in business communication and capable of facilitating workshops and negotiations in both German and English.

Highest-signal resume keywords

• Customer Success Management
• Public SaaS Experience
• Stakeholder Management
• Business Communication
• CS/CRM Tools Proficiency

Hard Skills

• Customer Success Management
• Account Management
• Data Analysis
• Business Mapping
• Churn Prevention
• Upsell Strategy
• Quarterly Business Reviews
• Commercial Instinct
• Business Metrics Translation
• Visual Collaboration Tools

Soft Skills

• Flexibility
• Hands‑on Mentality
• Proactive Problem Solving
• Negotiation Skills
• Facilitation Skills

Industry Keywords

• Public SaaS
• Customer Health Monitoring
• Stakeholder Engagement
• Business Process Mapping
• Commercial Account Development

Tools & Technologies

• Zendesk
• Confluence
• Jira
• Pipedrive