Enterprise Customer Success Manager

Navan; Berlin; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading travel technology firm in Berlin is seeking an Enterprise Customer Success Manager to support strategic customers. This role involves extensive relationship management, product knowledge, and a focus on customer satisfaction. The ideal candidate will have at least 5 years of experience in Customer Success within the Travel industry and be fluent in both German and English. The position offers competitive compensation and opportunities for professional growth.

Qualifikationen

• 5+ years of experience in Enterprise Customer Success Management.
• Experience in the Travel industry.
• Excellent organizational skills in a high-pressure environment.

Aufgaben

• Manage all post-sales activity for Enterprise customers.
• Develop trusted advisor relationships with customers.
• Conduct regular check-in calls and Business Reviews.

Kenntnisse

Relationship building

Product knowledge

Project management

Problem-solving

Attention to detail

Fluent in German

Fluent in English

Ausbildung

Bachelor's degree or similar experience

Jobbeschreibung

As an Enterprise Customer Success Manager, you will be a trusted advisor to key named/strategic customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer C‑Suite and executive teams, as well as our program counterparts to drive a successful program.

This role works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance.

What You’ll Do

• Manage all post‑sales activity for Enterprise customers through strong relationship‑building, product knowledge, planning, and execution.
• Manage complex integration cycles and relationships with each Enterprise customer; developing key relationships and executing within customer subteams (Finance, HR, etc.).
• Develop a trusted advisor relationship with customers (C‑suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified.
• Work closely with your Account Executive counterpart to develop a joint success plan for your customers.
• Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn.
• Serve as the “voice of the customer” and provide internal feedback on how we can better serve them to maximize customer value and retention.
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements.
• Increase customer retention and ensure alignment by conducting regular check‑in calls and Quarterly & Strategic Business Reviews.
• Work closely with Product and Engineering on identification/tracking of enhancement requests.
• Handle escalations and work across teams to resolve issues.
• Improve upon our existing approaches to customer engagement and account management leveraging our CS platform.

What We’re Looking For

• 5+ years of experience in Enterprise Customer Success Management.
• Experience working within the Travel industry.
• Excellent project management and organizational skills in a high‑pressure environment, working with high‑value customers.
• Ability to prioritize tasks and initiatives in a fast‑paced environment, as well as problem‑solve.
• Attention to detail is a must.
• High energy, go‑getter with fresh ideas who takes the initiative to get things done.
• Fluent in German and English.
• Bachelor’s degree preferred or similar working experience.