Lead Customer Success Manager

Cacheflow; Deutschland; Vor Ort; EUR 120.000 - 180.000; Vollzeit

Zusammenfassung

Backstory is seeking a senior Customer Success professional in Germany to own the end-to-end lifecycle for enterprise accounts. You will drive strategic success plans, onboard, adopt, renew, and grow customers, and translate data into compelling business insights for executives.

Collaborate with Sales, Services, Product, and Marketing to enable cross-functional adoption, nurture champions, manage multiple complex accounts, and deliver measurable ROI.

Qualifikationen

• 7–10+ years in Customer Success, Account Management, or Consulting at a SaaS company, agency, or consulting firm.
• Experience managing enterprise customers with $5M+ ARR and multiple stakeholders.
• Deep understanding of Sales, Marketing, and Revenue Operations workflows.
• Strong experience in renewals, expansion planning, and customer engagement.
• Proficiency with Salesforce and data analytics is a plus.
• Willingness to travel ~15% for meetings and milestones.
• Ability to translate data into insights and drive executive conversations.
• Consultative approach aligning solutions with business goals.
• Proven ability to manage multiple complex accounts and drive impact.
• Anticipate challenges, mitigate risks, and pivot strategies.

Aufgaben

• Build and execute strategic success plans with ROI metrics.
• Own the customer lifecycle from onboarding to adoption, renewals, and growth.
• Identify adoption milestones and align Backstory's solutions with business objectives.
• Partner with Sales, Services, Product, and Marketing to enable cross-functional adoption.
• Develop champions within top accounts to expand Backstory's influence.
• Collaborate with Sales and Revenue Operations to drive renewals and growth.
• Work with Sales, Product, and Engineering to deliver continuous value.
• Advocate for customers by providing product feedback to influence the roadmap.
• Contribute to customer marketing with case studies and references.

Kenntnisse

Customer success

Account management

Consulting

Sales

Revenue Operations

Data analytics

Salesforce

Travel 15%

Strategic advisory

Executive storytelling

Tools

Salesforce

AI-driven sales tools

Data analytics tools

Jobbeschreibung

Responsibilities

• Build and execute strategic success plans with clear business objectives and ROI metrics.
• Own the customer lifecycle—from onboarding to adoption, renewals, and growth.
• Identify key adoption milestones and ensure seamless integration into customer workflows. Use data-driven insights to align Backstory's solutions with business objectives
• Partner with Sales, Services, Product, and Marketing teams to enable cross-functional adoption
• Identify and develop new champions within top accounts to expand Backstory's influence
• Work with Sales and Revenue Operations teams to drive renewals and plan for customer growth
• Partner closely with Sales, Product, and Engineering to drive continuous value delivery
• Advocate for customers by providing product feedback and insights to influence the roadmap
• Contribute to Backstory's customer marketing efforts by delivering case studies and references

Requirements

• 7‑10+ years of experience in Customer Success, Account Management, or Consulting at a SaaS company, agency, or consulting firm (e.g., Deloitte, Accenture, PwC)
• Experience managing enterprise customers with $5M+ ARR, high complexity, and multiple stakeholders
• Deep understanding of Sales, Marketing, and Revenue Operations workflows
• Strong experience in customer engagement, renewals, and expansion planning
• Proficiency in Salesforce, AI-driven sales tools, and data analytics is a plus
• Ability to travel 15% for customer meetings, EBRs, and success milestones
• Experience as a strategic advisor & analytical storyteller with the ability to translate data into compelling business insights and drive executive conversations
• A consultative approach. Possessing a deep understanding of sales, marketing, and revenue operations to align solutions with business goals
• Proven ability to manage multiple complex accounts, prioritize effectively, and drive measurable impact
• Ability to anticipate challenges, proactively mitigate risks, and pivot strategies when needed