German- Customer Success Manager

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddling supply chains, many of which weren't built with sustainability in mind, are addressed by Assent. With insights from experts, Assent is the trusted tool for comprehensive sustainability management.

We are proud to announce that Assent has surpassed the US$100M ARR milestone, earning us Centaur Status. This achievement, reached just 8 years after our Series A funding, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to reach this milestone.

Our growth from $5 million to US$100M ARR in eight years has been significant. With our $350 million US funding led by Vista Equity Partners, we are positioned for further expansion and are seeking outstanding team members to join us.

Hybrid Work Model

At Assent, we embrace a remote-first work model, valuing flexibility and autonomy. We recognize the benefits of occasional in-person days. Team members within 50 km / 31 miles of our offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam are expected to come into the office once a week, while those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

Join our team to stay connected and learn more!

Job Description

Position Summary

Customer Success Managers (CSMs) are vital in delivering our services to customers, working with them to define and execute project plans from start to finish. The role involves ensuring program success and providing exceptional customer service. The ideal CSM is highly organized, detail-oriented, and possesses excellent interpersonal skills. They are responsible for customer health metrics and retention.

Key Requirements & Responsibilities

• Develop and nurture lasting relationships with customers, acting as a trusted advisor throughout their lifecycle.
• Define compliance programs and work with Program Support teams to achieve client milestones.
• Manage assigned accounts, oversee Customer Health, and monitor performance metrics.
• Lead strategic planning sessions, including Executive Business Reviews.
• Align solutions to address customer challenges, optimize business value, and increase product adoption.
• Conduct program reviews, understand client needs, and support next steps.
• Analyze program results and supply chain responsiveness for continuous improvement.
• Identify client goals and success metrics, ensuring quality during implementation and regular check-ins.
• Support sales in renewal management to meet targets.
• Engage in special projects to improve customer success processes.
• Assist new team members as needed.
• Coordinate user permissions with Platform Operations.
• Collaborate internally to ensure client success, growth, and positive references.
• Possess intermediate regulatory knowledge for client consultation.
• Work with Product Management to improve offerings, processes, and tools.
• Maintain up-to-date communications in CRM.
• Follow corporate security policies and procedures.

Qualifications

• Excellent communication skills in German; additional languages are a plus.
• Minimum of 3 years in customer success, project management, or consulting roles.
• Experience with consultative management and/or project management.
• Experience in SaaS or Professional Services is an asset.
• Strong Microsoft Excel skills, including pivot tables and lookup functions.

Additional Information

At Assent, we aim to make meaningful contributions to the world. If you believe in impactful work, we want you on our team.

Life at Assent

• Wellness: We prioritize your and your family’s well-being with vacation, benefits, and life leave days.
• Financial Benefits: Competitive salary, bonuses, retirement options, and more.
• Life at Assent: Flexible work, volunteer days, and corporate giving initiatives.
• Lifelong Learning: Professional development days from day one.

We are committed to diversity, equity, and inclusion, fostering a culture where all team members are valued, respected, and promoted based on merit. If you need assistance or accommodations during the interview process, please let us know.