Customer Success Manager – Strategic

Jobtailor; Deutschland; Remote; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks a Senior Customer Success Leader to guide a team of tenured CSMs through coaching, account planning, and strategic renewals. You will translate segment strategy into priorities, drive retention and growth, and ensure CRM discipline and aligned metrics.

You will leverage generative AI to streamline workflows, collaborate with Sales, Product, and Onboarding, and develop career paths for senior ICs while maintaining a strong focus on customer outcomes.

Qualifikationen

• 6+ years in Customer Success or account management, including direct experience owning a strategic or enterprise book of business.
• 1+ years of experience leading client-facing teams, with coaching, performance management, and development of tenured individual contributors
• Proven success driving retention and growth targets
• Strong business acumen across renewals, negotiations, process refinement, and project management
• Exceptional communication and negotiation skills
• Hands-on experience applying generative AI tools for research, account preparation, or communication
• Ability to travel for customer on-sites within the U.S. 4+ times per year

Aufgaben

• Lead and coach a team of tenured Strategic Customer Success Managers through 1:1s, call reviews, and account planning
• Build individualized growth paths, remove operational roadblocks, and set performance expectations
• Translate segment strategy into priorities and establish team operating standards for Mutual Success Plans, QBRs, account health scoring, and CRM discipline
• Drive team retention and quota targets
• Pressure-test expansion pipelines, coach opportunity qualification, establish early risk detection, and lead save plans for escalating accounts
• Engage customer executives to support strategic renewals and articulate social intelligence ROI to C-level audiences
• Incorporate generative AI into workflows and guide the team in using AI tools
• Lead the team through evolving go-to-market motions and partner with Sales, Renewals, Onboarding, and Product
• Unblock technical hurdles and advocate for customer needs internally
• Track and report retention, growth, adoption, and health-score metrics
• Optimize resource allocation and portfolio performance
• Develop career plans and stretch assignments for senior and tenured individual contributors
• Synthesize customer and team feedback to influence Product, Professional Services, and GTM leadership

Kenntnisse

Customer Success Management

Team Leadership

Retention and Growth Targets

Generative AI Tools

Business Acumen

Negotiation

Communication

Tools

Salesforce

Gainsight

Tableau

Jobbeschreibung

• Lead and coach a team of tenured Strategic Customer Success Managers through 1:1s, call reviews, and account planning
• Build individualized growth paths, remove operational roadblocks, and set performance expectations
• Translate segment strategy into priorities and establish team operating standards for Mutual Success Plans, QBRs, account health scoring, and CRM discipline
• Drive team retention and quota targets
• Pressure-test expansion pipelines, coach opportunity qualification, establish early risk detection, and lead save plans for escalating accounts
• Engage customer executives to support strategic renewals and articulate social intelligence ROI to C-level audiences
• Incorporate generative AI into workflows and guide the team in using AI tools
• Lead the team through evolving go-to-market motions and partner with Sales, Renewals, Onboarding, and Product
• Unblock technical hurdles and advocate for customer needs internally
• Track and report retention, growth, adoption, and health-score metrics
• Optimize resource allocation and portfolio performance
• Develop career plans and stretch assignments for senior and tenured individual contributors
• Synthesize customer and team feedback to influence Product, Professional Services, and GTM leadership

Requirements

• 6+ years in Customer Success or account management, including direct experience owning a strategic or enterprise book of business
• 1+ years of experience leading client-facing teams, with coaching, performance management, and development of tenured individual contributors
• Proven success driving retention and growth targets
• Strong business acumen across renewals, negotiations, process refinement, and project management
• Exceptional communication and negotiation skills
• Ability to influence key stakeholders and maintain sound judgment under pressure
• Hands-on experience applying generative AI tools for research, account preparation, or communication
• Ability to travel for customer on-sites within the U.S. 4+ times per year
• Preferred: SaaS/subscription business model experience and fluency in Salesforce, Gainsight, Tableau, or similar CRM/BI platforms
• Preferred: Experience coaching CSMs on C-suite presentations and value-based ROI selling
• Preferred: Previous direct account management or sales experience

Core Competencies

Demonstrates expertise in leading customer success teams, driving retention and growth targets, and utilizing generative AI tools to enhance workflows. Proven ability to influence stakeholders and manage strategic account relationships effectively.

Highest-signal resume keywords

• Customer Success Management
• Team Leadership
• Retention and Growth Targets
• Generative AI Tools
• Business Acumen

ATS Optimization Keywords

Hard Skills

• Account Management
• Performance Management
• Project Management
• Negotiation
• Process Refinement

Soft Skills

• Exceptional Communication
• Influencing Stakeholders
• Sound Judgment Under Pressure

Industry Keywords

• SaaS Business Model
• C-Suite Presentations
• Value-Based ROI Selling

Tools & Technologies

• Salesforce
• Gainsight
• Tableau
• CRM Platforms