Customer Success Manager – DACH

JR United Kingdom; United Kingdom; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An innovative company is seeking a Customer Success Manager to enhance client satisfaction and retention in the DACH region. This role involves acting as a trusted advisor, guiding clients in optimizing their video workflows, and ensuring they achieve their business objectives. With a strong focus on customer experience, you will collaborate closely with clients, monitor their performance, and advocate for their needs within the organization. Join a dynamic team that values talent and offers a meritocratic environment with ample growth opportunities in the exciting field of AI-powered video technology.

Benefits

Private Medical Insurance

Dental Insurance

Career Progression Opportunities

Collaborative Working Environment

Meritocratic Working Environment

Qualifications

• 3+ years of customer success experience in SaaS or technology.
• Strong business acumen and ability to navigate complex organizations.
• Fluency in English and German required.

Responsibilities

• Act as a trusted advisor, optimizing video workflows for clients.
• Monitor platform performance and client KPIs for improvement.
• Facilitate strategic sessions with client teams.

Skills

Customer Success Management

SaaS Technology

Interpersonal Skills

Data Storytelling

Fluency in English

Fluency in German

Business Acumen

Technical Troubleshooting

Education

Bachelor's Degree

Tools

Video Technologies

Live Streaming Technologies

Job description

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Customer Success Manager – DACH, United Kingdom

Client: Mind Detect

Location:

Job Category: Other

EU work permit required: Yes

Job Views:

3

Posted:

08.05.2025

Expiry Date:

22.06.2025

Job Description:

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 practices in areas such as adoption, business outcomes, and feature usage. The end goal 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 optimizing video workflows, troubleshooting technical issues, and leveraging the platform to achieve business objectives.
• Serve as the primary operational contact for corporate clients, ensuring satisfaction and maximizing the value of the video platform.
• Facilitate quarterly business reviews and strategic 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 success plans to ensure a demonstrable return on investment.
• Manage the customer experience and stakeholder engagement throughout 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 product changes and advocate on behalf of customers to internal teams.

Qualifications

• 3+ years of customer success experience, preferably within SaaS, media, or consulting sectors.
• Proven ability to identify customer needs and implement long-term technology solutions.
• Strong business acumen and ability to navigate complex organizations.
• Ability to multitask across multiple projects and internal partners.
• Excellent interpersonal skills with customers and colleagues.
• Track record of defining and achieving key performance indicators.
• Proactive in increasing customer satisfaction and deepening relationships.
• Strong presentation and data storytelling skills, with engaging visuals.
• Fluency in English and German, both written and spoken.
• Bachelor's degree required.
• Knowledge of online video or live streaming technologies.
• Competitive salary and commission structure.
• Meritocratic environment with career growth opportunities.
• Collaborative working environment.
• Private medical and dental insurance.
• Excellent company culture.

About us

We are a dedicated recruitment firm connecting top talent with organizations creating innovative technology to make a positive impact. We partner with leading technology providers in Data, Machine Learning, and AI across Europe, the US, and Asia.