Afterhours Customer Success Manager (German Speaking) - (3:00pm - 11:00pm CET) | [YKA443]

Customer Success Manager - German Speaker

About the Team

The global Customer Success team is essential in creating long-term value for our customers and ensuring their success with our technology. This team acts as trusted advisors, guiding and advocating for our extensive customer portfolio. They work closely with customers to plan SaaS implementations, onboarding, training, and ongoing support. The team also identifies opportunities and challenges in customer engagement, taking action to resolve issues and expand usage and value over time.

Overview

The AfterHours Customer Success Manager is an entry-level position within the CS organization, focusing on general maintenance and support for new and ongoing implementations. The CSM serves as a direct contact for exchange managers and contract signers to address inbound questions and issues, supporting sales and collaborating with internal teams. Under guidance from senior CS professionals, the role involves applying company policies and procedures to resolve routine issues. This position prepares employees for advancement to Senior CSM.

Responsibilities

• Coordinate and complete projects within the Customer Success team.
• Onboard customers and provide platform training.
• Develop familiarity with industry concepts, practices, and procedures.
• Collaborate closely with assigned sales teams.
• Define project scope, determine features and functionality, and liaise with key contacts during active projects.
• Manage customer relationships and expectations, coordinate with sales and internal teams.
• Perform other duties as assigned.

Qualifications

• Passionate about customer success.
• Strong presentation, communication, technical, and problem-solving skills.
• Experience in customer service.
• Business-level fluency in English and native German.
• Flexibility to work evening hours (3:00 – 11:00 PM CET) and monitor email/mobile outside working hours.

Education

Bachelor’s degree preferred.

Additional Information

• Minimal travel required.
• Primarily remote role, with occasional office presence in Madrid, Spain, for onboarding.

EEO Statement / Non-agency Disclosure

We welcome applications from diverse backgrounds, especially under-represented groups, to bring a variety of perspectives. We do not accept unsolicited resumes from recruiters or agencies unless explicitly requested.

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