Customer Success Manager

Pathlock; Germany (OH); On-site; USD 70,000 - 110,000; Full time

Job summary

Pathlock is seeking a Customer Success Manager who blends social acuity with analytical rigor to drive long-term value for our enterprise customers. You will manage relationships across executive sponsors to day-to-day contacts, deliver thought leadership, monitor success programs, and partner with Sales, Solution Architects, and Product to promote adoption and minimize churn.

The ideal candidate speaks German fluently and understands SaaS security, capable of uncovering upsell opportunities

Qualifications

• College degree required or equivalent experience.
• German fluency at native level is required.
• Experience with cloud-based enterprise software and SaaS security.
• Strong communication, negotiation, and client engagement skills.
• Analytical thinker with time management abilities.

Responsibilities

• Manage business relationships between customers and Pathlock; align internal/external teams.
• Promote adoption, satisfaction, and advocacy throughout the customer journey.
• Understand Pathlock product suite and how it integrates with customer systems.
• Conduct executive reviews and plan mitigations for upcoming objectives.
• Maintain records in Salesforce: assets, ERPs, QBRs, meeting notes, contacts, at-risk insights.
• Collaborate with Sales, Solution Architects, Solution Engineers, Professional Services, Product, Support, Marketing.
• Identify upsell opportunities through ongoing discovery.

Skills

German language proficiency

Cloud-based enterprise software

SaaS security knowledge

Customer engagement

Communication & negotiation

Analytical & time management

Team player

Ownership & accountability

Education

College degree

Tools

MS Office

CRM software

Job description

A Customer Success Managers (CSM) should possess both social and analytical skills. The ideal CSM is an excellent communicator with critical thinking and problem-solving skills, as well as an appetite for ongoing learning.

Duties include a broad range of tasks such as developing and maintaining ongoing relationships with various contacts in customers’ organizations (executive sponsor to day-to-day), providing thought leadership and acting as a trusted advisor, developing, and monitoring success programs, contributing to increased revenue, and minimizing churn.

CSMs should be able to provide insights on customer-to-business interactions and own the overall experience management between the customer and Pathlock teams.

Duties/Responsibilities:

• Manage business relationship between customer and Pathlock; act as liaison between internal and external teams to drive alignment and meet desired outcomes


• Partner with customer and Pathlock's cross-functional teams to promote adoption, satisfaction, and advocacy throughout their journey


• Demonstrate a deep understanding of Pathlock's product suite (SOD, UAR, Provisioning, CCM, AVM) and how it aligns with customer systems such as SAP ECC, S/4HANA, Ariba, Oracle, Workday, etc.


• Conduct executive business reviews with appropriate stakeholders to review progress towards - or achievement of - desired outcomes; address challenges with plans for mitigation and align on upcoming / future business objectives


• Maintain knowledge over book of business & keep records of information in Salesforce, including Assets, ERPs, QBRs & meeting notes, key contacts, at-risk insights, & referenceable contacts


• Communicate & collaborate regularly with Sales, Solution Architects, Solution Engineers, Professional Services, Product, Support, & Marketing


• Leverage sales approach best practices with ongoing discovery and uncovering new upsell opportunities

Required Skills/Abilities:

• Native-level fluency in spoken and written German is required


• Experience with cloud-based enterprise software, particularly in GRC, identity/access management, or SaaS security


• An ability to grasp client needs and to increase customer engagement


• Solid knowledge of SAAS products, MS Office and CRM Software


• Excellent communication and negotiation skills


• Analytical and time-management skills


• Strong team player


• Enthusiastic and passionate, with a sense of pride and ownership in your performance and its impact on company success

Education and Experience:

• College Degree


• 2+ Years of Customer Success experience

Travel Required:

• Less than 10%

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer


• Type and communicate via commonly used office equipment including telephone and email