Customer Success / Account Manager (German-speaking, UK-based)

Echobox; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A fast-growing AI company in Greater London is seeking a Customer Success Manager who will focus on revenue growth through upselling and renewals while establishing strong relationships with clients. Ideal candidates should have over 3 years of experience in customer success or account management, and be fluent in both English and German. The role emphasizes a customer-focused mindset and excellent communication skills, alongside competitive salary and benefits.

Benefits

Competitive salaries

Regular virtual team activities

In-house conferences

Annual summer camp

Local benefit contributions

Latest tech

Qualifications

• 3+ years of experience in a Customer Success or Account Management role.
• Ability to translate complex concepts for various audiences.
• Experience with account management and customer service.

Responsibilities

• Grow revenue through upselling and renewals.
• Build strong relationships with key stakeholders.
• Gather customer feedback to improve products.

Skills

Fluent written and spoken English

Fluent written and spoken German

Customer-focused mindset

Data-driven decision making

Exceptional account management skills

Excellent written and verbal communication

Problem-solving ability

Job description

Key Responsibilities

• Revenue Growth: Growing revenue through upselling, cross‑selling, and renewals.
• Relationship Building: Establishing trust and building strong relationships with key stakeholders.
• Customer Advocacy: Representing the customer's interests and ensuring their needs are communicated effectively within the company.
• Strategic Planning: Collaborating with customers to understand their long‑term goals and aligning our products to meet those goals.
• Contract Management: Handling contract negotiations, renewals, and any changes to the customer's subscription or service agreement.
• Customer Feedback: Gathering customer feedback and insights to drive product improvements.

About Echobox

We are a fast‑growing, research‑driven company building an artificial intelligence that helps online publishers overcome the challenges they face every day. Using novel machine learning techniques, we are revolutionising the publishing industry and have a track record of building things that others have ruled out as impossible. Leading names from around the world rely on our product every day, including The Guardian, Condé Nast, Le Monde, The Sydney Morning Herald and The Times.

After the successful launch of our second product, we are preparing to launch more new features in the coming quarters, and are expecting our commercial team as we scale the company.

Do you think you have what it takes to be part of Echobox? We’d love to hear from you.

Required Skills and Experience

• Fluent written and spoken English and German
• 3+ years of experience in a Customer Success or Account Management role
• A customer‑focused mindset, putting customer experience first in every action you take
• Track record of using data and reporting to guide decision making
• The ability to translate complicated concepts to non‑technical people, while maintaining the ability to speak to highly technical people
• Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
• A natural problem solver who is able to dissect an issue and develop a plan to address this

Preferred Skills

• Experience managing and leading others in a professional environment.
• Experience working in a fast paced B2B SaaS organisation
• Excellent organisational and analytical skills, with proven ability to take initiative and build strong, productive relationships
• An interest in artificial intelligence and the future of the publishing industry

Benefits

We pay competitive salaries to all employees. Our global employees enjoy regular company‑wide virtual activities, such as online poker evenings and fortnightly coffee catch‑ups, for our team to get to know each other outside of work. Professionally, we host in‑house conferences and an annual summer camp for all our global employees who are flown to and hosted in London. We ensure that all our employees also get local benefit contributions, the latest tech and a generous annual leave allowance.