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Manager, Customer Success

Crownpeak

London

On-site

GBP 50,000 - 75,000

Full time

6 days ago

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Job summary

Crownpeak seeks a Manager for Customer Success, fluent in English and German, to lead a dedicated team. Responsibilities include managing customer portfolios, driving retention, and collaborating cross-functionally to ensure optimal client engagement and satisfaction. Ideal candidates possess strong communication skills and extensive experience in customer relations within a SaaS environment.

Benefits

Competitive salaries

Great colleagues

Excellent benefits

Inclusive environment

Career growth opportunities

Qualifications

5+ years in customer success roles, with recent team management experience.
Proven track record in managing customer accounts and fostering client relationships.
Fluent in English and German, with strong reporting and forecasting skills.

Responsibilities

Lead a team of Customer Success Managers and manage a personal customer portfolio.
Drive revenue retention and growth through strategic customer engagement.
Prepare weekly reports on customer status and engagement efforts.

Skills

Customer-First

Team Player

Strong Communicator

Operational Excellence

Guided by Data

Tools

ChurnZero

Salesforce

Manager, Customer Success (English/German speaking)

Join to apply for the Manager, Customer Success (English/German speaking) role at Crownpeak

Manager, Customer Success (English/German speaking)

Join to apply for the Manager, Customer Success (English/German speaking) role at Crownpeak

Direct message the job poster from Crownpeak

Senior Recruitment Consultant | Technical Recruiting, Talent Management

About Crownpeak

Crownpeak powers global growth for influential brands through Fredhopper, our AI-driven product discovery engine, and FirstSpirit, our enterprise-grade content management system. We've built tools that simplify complexity, empowering marketers, merchandisers, and content creators to move faster and smarter.

Our AI-driven product discovery engine is trusted by 36% of the UK's Top 25 and 25% of the EU's Top 50 retailers. Built for fashion, beauty, and lifestyle brands, Fredhopper blends smart automation with human curation to meet evolving consumer expectations and local shopping behaviors at scale.

Our robust, enterprise-grade CMS designed for businesses with complex international content demands. FirstSpirit delivers total flexibility, seamless integration, and enterprise governance. From content versioning to personalization, it's built to empower teams across regions to work smarter and faster without sacrificing control or compliance.

Join us and make an immediate impact in the digital world.

What’s the role?

The Manager, Customer Success is responsible for managing a designated product line within Crownpeak’s portfolio. Responsible for managing a team of Customer Success Managers under the company success framework, as well as a portfolio of strategic customers within the product line.

Drives both revenue retention and growth and ensures that company targets and goals are achieved for all products in both their and their team’s book of business. Recruits and develops a high performing team.

What will you do?

Day-to-Day Team Leadership & Coaching:

Provide hands-on guidance to CSMs on managing customer accounts, handling escalations, and driving value.
Act as the first point of escalation, helping CSMs navigate complex customer scenarios before involving leadership.
Lead regular team stand-ups to review customer risks, successes, and best practices.
Ensure CSMs follow consistent processes for onboarding, renewals, expansion, and risk mitigation.
Manage a personal portfolio of customers, ensuring adoption, retention, and expansion opportunities.
Proactively engage with customers to drive business outcomes, mitigate risks, and identify growth opportunities.
Advocate for customer needs internally, ensuring a strong feedback loop with Product, Sales, and Support.
Oversee renewal timelines and proactively support CSMs in achieving on-time renewals, with a strategic focus on securing long-term commitments and price increases.
Track at-risk customers, coaching CSMs on mitigation plans and action steps.
Ensure CSMs have updated all necessary fields for Forecast and Pending Renewals meetings. Attend these meetings and be prepared to speak to your business line.

Weekly Customer & Renewal Report Summary:

Prepare and deliver a weekly report summarizing:
Changes in forecast or new churn risk
New expansion opportunities, and progress report on open opportunities
Development of key customer initiatives (e.g. migration, 30/60/90 day plays)
Insights that leadership need to be aware of

Cross-Functional Execution & Collaboration in your Product Group:

Act as the liaison between Product and Marketing to ensure planning of key messaging within your product line through ChurnZero (work with CS Operations and Leadership to execute on this).
Work with the product pod teams to ensure that key customer feedback is shared with the pod group, and key product messaging is fed back to CS team.

Process Adherence & Optimization:

Ensure CSMs follow customer success playbooks, processes, and engagement models.
Identify and implement efficiencies in customer engagement, such as automation or improved workflows.
Track customer health metrics and ensure CSMs are effectively using CS tools.
Support Director of Customer Success with reporting and other CS related projects

Who are you?

We don't believe in ticking boxes here at Crownpeak.

Here are a few skills that we feel would make you successful in the role, but we’d still love to hear from you if you feel you’d be a great fit.

Customer-First, Always: You care deeply about your customers and always look for ways
to deliver real value whilst keeping the big picture in mind.
Team Player Through and Through: You thrive on collaboration, build great relationships, and love being part of a team that wins together.
Takes Ownership & Gets Stuck In: You are not afraid to roll up your sleeves. Whether it is
leading a new CS initiative or improving a process, you take responsibility and see things
through.
Strong Communicator: You are clear, thoughtful, and confident when communicating, whether it’s with customers, teammates, or leadership.
Enjoys the Ride: You know success doesn’t happen overnight. You bring purpose and momentum to the everyday and find joy in the progress.
Guided by Data, Driven by Outcomes: You use insights and metrics to make smart decisions and improve what matters.
Operational Excellence: You bring structure and clarity to the way things work, helping the team run smoothly and scale well.
Curious & Always Growing: You are always learning, open to feedback, and excited to grow
alongside the business.

Experience:

5+ years in customer success, account management, or relationship management, including 2 years in a team management role, preferably in a SaaS environment.
Background in CMS, customer experience (CX), or ecommerce.

Skills & Tools:

Proficient with customer success platforms such as ChurnZero, Totango, Gainsight, or similar.
Experience using Salesforce or comparable CRM systems.
Strong reporting and forecasting skills.

Languages:

Fluent in English and German (native or business proficiency).

Our Culture

We offer competitive salaries, great colleagues and excellent benefits.

We strive for success, are always pushing to do better, and work with pride and purpose together. You can see them in action in all aspects of our everyday work.

Today we are a 350+ team headquartered in the US with offices in Colorado, London, Paris, Amsterdam, Dortmund, Sofia and Sydney.

Check out more about life as a Crownpeep on Linkedin and Instagram @crownpeak.

Crownpeak is proud to have a widely diverse team. We are committed to creating an inclusive environment where everyone, whoever they are, feels comfortable to be themselves and each person is valued for their skills, experiences, and unique perspectives.

Crownpeak celebrates all talents. All of our positions are open to people with disabilities and we give them the means and opportunity to express all of their skills.

*By applying for this position, you are agreeing to our Candidate Privacy Notice.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Customer Service
Industries
Software Development

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