Customer Success Manager (m/w/d)

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 maximise adoption and value realisation.
• Monitor customer health metrics, identify risks, and implement strategies to address them pre-emptively.
• 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.

Minimum requirements include proven experience in customer success, account management, or similar client-facing roles, preferably in SaaS or technology sectors; excellent communication skills in English and German; proficiency with CRM platforms; and the ability to manage multiple priorities in a dynamic environment.

Success Behaviours:

• Accountability for outcomes and a drive to deliver results.
• Excellence in delivering high-quality work and continuous improvement.
• Collaboration across teams to achieve shared goals.
• Flexibility to adapt to changing priorities and challenges.
• Positivity and resilience in all situations.