Customer Success Manager (m/w/d)

Customer Success Manager (m/w/d), Chemnitz

Job Description:

The Customer Success Manager plays a pivotal role in ensuring customer retention, renewal, and the prevention of churn for the Doxis platform. Acting as the voice of the customer, this role ensures that every interaction with SER delivers an exceptional experience, fostering long-term partnerships and driving mutual success.

• Serve as the primary advocate for customers, ensuring a smooth, valuable, and engaging experience with the Doxis platform.
• Develop and maintain strong, long-lasting relationships with customers, understanding their needs and success metrics.
• Lead onboarding efforts alongside Professional Services for new clients, ensuring seamless transitions.
• Provide tailored training and proactive support to maximize adoption and value realization.
• Monitor customer health metrics, identify risks, and implement strategies to address them proactively.
• Collaborate with the product team, leveraging customer feedback to improve the platform and services.
• Partner with Sales to support renewals, upsell opportunities, and account expansion strategies.
• Develop and maintain resources such as tutorials, FAQs, and user guides to enhance the customer experience.
• Represent the voice of the customer within SER to shape strategies across marketing, sales, and product development.

Requirements:

• Proven experience in a customer success, account management, or similar client-facing role, preferably in SaaS or technology industries.
• Excellent communication and interpersonal skills for technical and non-technical audiences.
• Strong problem-solving skills and a customer-first mindset.
• Proficiency in CRM platforms and customer success tools.
• Experience using data and analytics to inform strategies and measure outcomes.
• Ability to manage multiple priorities in a dynamic environment.
• Certifications in customer success management (e.g., CCSM) are advantageous.
• Familiarity with Doxis or similar platforms is a plus.
• Proficiency in English and German (both written and spoken); additional languages are a plus.

Success Behaviours:

Relentless focus on customer satisfaction and success. Successful candidates will demonstrate:

• Accountability for outcomes and results-driven approach.
• Commitment to high-quality work and continuous improvement.
• Collaboration across teams to achieve shared goals.
• Flexibility to adapt to changing priorities.
• Positivity and resilience in all situations.