Manager, Customer Success (English/German speaking)

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

Job summary

Crownpeak is seeking a Manager of Customer Success to lead their team and oversee a product portfolio. This strategic role is focused on driving customer satisfaction, retention, and revenue growth. The ideal candidate will possess strong leadership skills, a customer-first mindset, and experience in SaaS environments, particularly in CMS or customer experience fields.

Benefits

Competitive salaries

Great colleagues

Excellent benefits

Inclusive work environment

Qualifications

• 5+ years in customer success, account management, or relationship management.
• 2 years in a team management role, preferably in a SaaS environment.
• Fluent in English and German.

Responsibilities

• Manage product portfolio and lead customer success team.
• Ensure customer adoption, retention, and growth opportunities.
• Track renewal timelines and oversee risk management.

Skills

Customer-First

Team Player

Ownership

Strong Communication

Operational Excellence

Data-Driven Decision Making

Tools

ChurnZero

Salesforce

Job description

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About Crownpeak

At Crownpeak, we provide a cutting-edge, composable Digital Experience Platform (DXP) that helps global enterprise and retail organizations enhance their digital presence and drive growth. Our platform enables the rapid creation of tailored digital experiences through the combination and orchestration of best-in-class content marketing tools, resulting in powerful customer engagement and long-term loyalty.

Our solution is unique in that it's designed to streamline and accelerate marketing and IT workflows, allowing teams to efficiently deliver and manage end-to-end digital experiences to any touchpoint, device or channel from the start, faster than ever before.

Our mission is to revolutionize the digital landscape for global enterprises and retail organizations. We do this by providing a customizable and composable platform that seamlessly blends speed, simplicity, and adaptability in crafting unique, accessible digital experiences that align with the evolving needs of their customers. Our ultimate goal is to drive customer satisfaction and loyalty through unparalleled digital experiences.

Our vision is to transform the digital realm by crafting a platform that embodies speed, simplicity, and adaptability. We aim to empower businesses to effortlessly respond to the ever-changing demands of their customers, promoting inclusivity through exceptional digital experiences.
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.

Customer Portfolio Management:

• 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.

Renewal & Risk Management:

• 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.

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