Customer Success Manager – DACH

JR United Kingdom; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading AI-powered video experience platform is seeking a Customer Success Manager in London. The role involves ensuring client satisfaction and optimizing their use of the video platform. The ideal candidate has extensive experience in customer success, particularly within SaaS, and possesses strong interpersonal skills. This hybrid position offers a market-leading salary and a collaborative environment.

Benefits

Market-leading salary and commission structure

Meritocratic working environment

Strong career progression opportunities

Collaborative working environment

Private medical and dental insurance

A superb culture

Qualifications

• 3+ years of customer success experience in SaaS or media.
• Proven record of implementing long-term technology solutions.
• Fluency in English and German required.

Responsibilities

• Act as a trusted advisor to clients, optimizing video workflows.
• Monitor platform performance and identify improvement opportunities.
• Facilitate quarterly business reviews with client teams.

Skills

Customer Success

Interpersonal Skills

Business Acumen

Data Storytelling

Fluency in English

Fluency in German

Education

Bachelor's degree

Job description

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World-renowned AI-powered video experience platform, is searching for a Customer Success Manager – DACH to join their team in London (hybrid). With significant demand for their product, the business enables companies to create high-quality video experiences to better connect and bring ideas to life. Encompassing video creation, streaming, distribution, security, data and AI, their advanced technology cements their position as a global market leader.

The Customer Success Manager is responsible for ensuring the success of a portfolio that includes mid to large sized customers. You are a trusted advisor to customers, providing best practice in areas such as adoption, business outcomes and feature usage. The end result is increased customer happiness, retention and a growing expansion of the platform’s footprint.

Responsibilities

• Act as a trusted advisor, providing guidance to clients, including recommendations for optimising video workflows, troubleshooting technical issues, and leveraging the platform to achieve business objectives.
• Serve as the primary operational point of contact for corporate clients, ensuring satisfaction and maximising the value of the video platform.
• Facilitate quarterly business reviews and strategic ideation sessions with client teams.
• Monitor platform performance and client KPIs, proactively identifying risks and opportunities for improvement.
• Maintain detailed client documentation, including performance reports, action plans, and feedback summaries.
• Collaborate with clients to establish business objectives and goals, formulating success plans to ensure a demonstrable return on investment.
• Responsible for the customer experience and engagement of stakeholders across all stages of the customer lifecycle.
• Increase overall customer lifetime value through higher product adoption, usage, satisfaction and NPS scores.
• Interpret customer insights to drive change in product and advocate on behalf of customers to internal product teams.

Qualifications

• 3+ years of customer success experience, preferably within a SaaS technology platform, media, or consulting
• Proven record of identifying customer needs and successfully implementing long-term technology solutions
• Strong business acumen and the ability to navigate complex organisations
• Ability to multi-task across multiple projects and internal partners
• Excellent interpersonal skills both with customers and within an organisation
• Consistent track record of defining and carrying out key performance indicators
• Proactive interest to increase customer satisfaction and deepen customer relationships
• Strong presentation and data storytelling skills, with the ability to create engaging visuals
• Fluency in English and German, both written and spoken
• Bachelor's degree required
• Knowledge of online video technologies or live streaming technologies
• Market-leading salary and commission structure
• Meritocratic working environment and strong career progression opportunities
• Collaborative working environment
• Private medical and dental insurance
• A superb culture

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