Enterprise Customer Success Manager - DACH

Navan; Berlin; On-site; EUR 70,000 - 90,000; Full time

Job summary

A technology service company is seeking an Enterprise Customer Success Manager to build strong relationships with key customers and ensure they receive maximum value from the platform. The successful candidate will have over 5 years of experience in Customer Success Management, especially within the Travel industry. Excellent project management skills in a fast-paced environment are essential. Fluency in both German and English is mandatory. This is a full-time mid-senior level position based in Berlin, Germany.

Qualifications

• 5+ years of experience in Enterprise Customer Success Management.
• Experience working within the Travel industry.
• Ability to prioritize in fast-paced environments.

Responsibilities

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

Skills

Project management skills

Organizational skills

Problem-solving

Fluency in German

Fluency in English

Education

Bachelor's degree or similar experience

Job description

Enterprise Customer Success Manager - DACH

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, relationship, with each Enterprise customers; developing key relationships and executing within customer sub‑teams (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.
• Be able 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.
• Fluency in German and English - mandatory.
• Bachelor’s degree preferred or similar working experience.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other

Industry

Software Development