Customer Success Specialist m/f/d

Tschach Solutions GmbH Company; Frankfurt; Remote; EUR 42,000 - 71,000; Full time

Job summary

ICIS is seeking a Customer Success Specialist to proactively manage key customer relationships across the lifecycle, focusing on onboarding, adoption, and value realization. The role reports to the Head of Customer Success and Support and offers a hybrid work arrangement in Frankfurt or London.

You will collaborate with Sales, Product, and Editorial teams, analyze usage data, and deliver training to maximize client success, retention, and expansion opportunities within a global B2B customer base.

Qualifications

• Bachelor's degree in a relevant field.
• 3–5 years of client-facing experience in Customer Success or related roles.
• Fluency in English plus an additional language.
• Experience with Salesforce or similar CRM preferred.
• Proficiency with Microsoft Office (Excel, PowerPoint, Outlook, Teams).

Responsibilities

• Proactively manage customer relationships across the lifecycle.
• Build trusted relationships with stakeholders and understand objectives.
• Deliver onboarding, product training, and enablement sessions.
• Analyze engagement data to identify opportunities and mitigate retention risks.
• Collaborate with Sales, Product, Support, Marketing, and Editorial teams.
• Maintain accurate customer records in Salesforce and support process improvements.

Skills

Relationship building

Communication

Stakeholder management

Discovery & consultative questioning

Training & presentation

Education

Bachelor's degree

Tools

Salesforce

Excel

PowerPoint

Outlook

Teams

Job description

Position: Customer Success Specialist

Report to: Head of Customer Success and Support

Location: Frankfurt, Germany or London, UK (Hybrid)

Language requirements: Fluency in English and at least one additional language is required. Preferred additional languages include Spanish, Portuguese, French, German, Italian, Polish, Czech, Ukrainian, Mandarin, Japanese, and Korean, although other language proficiencies relevant to ICIS's global customer base are also valued.

About us

ICIS is the global source of Independent Commodity Intelligence Services. We connect data, markets, and customers to create a comprehensive, trusted view of the global commodities markets, enabling smarter business decisions that optimize the world’s resources. At ICIS, we help businesses make strategic decisions, mitigate risk, improve productivity, and capitalize on new opportunities. We make some of the world’s most important markets more trusted and predictable through our services. Our success is based on the strategic value we bring to our clients and customer experience is vital to building long-term relationships and profitability, creating a differentiated brand and credibility in the market. Ensuring customers maximize value at the point of use and can easily access information, to drive decisions is critical to our strategy and business objectives.

About the team

Our Customer Success Team are at the forefront of success for our customers, delivering a world-class customer experience, focused on their journeys across all digital platforms. We are looking for an individual who is able use their tenacity and initiative to support our customers and assist them to maximize the value from relationships and services to achieve their business goals.

Key Accountabilities

• Proactively manage customer relationships throughout the lifecycle, driving onboarding, product adoption, engagement, and long-term satisfaction.
• Build trusted relationships with key stakeholders and understand customer objectives, challenges, and business needs.
• Deliver effective onboarding, product training, and enablement sessions to maximize customer value.
• Analyze customer engagement data to identify opportunities, improve adoption, and mitigate retention risks.
• Partner with Account Managers to support renewals, customer retention, advocacy, and potential growth opportunities.
• Collaborate with Sales, Product, Support, Marketing, and Editorial teams to address customer needs and share valuable insights.
• Maintain accurate customer records in Salesforce and contribute to continuous improvements in Customer Success processes and strategies.

Skills & Behaviors

• Excellent relationship-building, communication, and stakeholder management skills.
• Naturally curious, with strong discovery and consultative questioning skills to understand customer needs.
• Proactive, self-motivated, and confident managing multiple customer accounts and priorities independently.
• Strong presentation and training skills, with the ability to engage customers effectively.
• Analytical and solution-oriented mindset, with the ability to interpret customer data and identify opportunities.
• Collaborative team player who works effectively across departments and adapts to changing business needs.
• Customer-focused, with a passion for delivering value, continuous learning, and improving customer experiences.

Education & Experience

• Bachelor's degree required.
• 3–5 years of client-facing experience in Customer Success, Account Management, Consulting, Customer Enablement, or related fields.
• Fluency in English and at least one additional language required.
• Additional languages such as Spanish, Portuguese, French, German, Italian, Polish, Czech, Ukrainian, Mandarin, Japanese, or Korean are particularly valued.
• Experience managing customer relationships in a B2B environment preferred.
• Familiarity with Salesforce or similar CRM platforms is an advantage.
• Proficiency in Microsoft Office applications, including Excel, PowerPoint, Outlook, and Teams.

Our Culture

At ICIS, we are a team that thrives on innovation and collaboration in a diverse and inclusive culture. We take pride in finding the best people. This is not just about a proven track record, but about who you are and how you work. How we do things is just as important as what we do. We search for the behaviors that will make the difference in our team. It starts with drive and the desire to achieve, succeed, and grow. Really caring and ensuring delivery and getting things done. Taking ownership and thriving with empowerment. Not afraid to take calculated risks and fail. We put the customer first and have a thirst for learning.

Primary Location Base Pay Range

Germany - Frankfurt (Baseler Platz) €42,400 - €70,800.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

USA Job Seekers: EEO Know Your Rights.

About RELX

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.