Customer Success Manager (m/f/x)

beroe x nnamu GmbH; United States; Remote; USD 78,000 - 123,000; Full time

Job summary

beroe x nnamu GmbH is seeking a Customer Success Manager to oversee European clients of nnamu, the world’s first AI negotiation agent for procurement. You will grow the business by ensuring clients realize maximum value from nnamu, managing relationships end to end from onboarding to renewal.

You will collaborate with leadership, sales, product, and consulting to drive adoption, identify use cases, run trainings, and uncover upsell opportunities across a portfolio of clients.

Qualifications

• Master’s degree or MBA in Business Administration, Marketing or a related field.
• 5+ years in customer success or account management, preferably with B2B SaaS in procurement or AI.
• Knowledge of sourcing and procurement workflows; experience with e-auctions or dynamic bidding is a plus.
• Interest in negotiation strategy and game theory; exposure is a plus.
• Strong ability to build and maintain client relationships.
• Analytical and problem-solving mindset.
• Strong business acumen.
• Excellent communication; strong Excel and PowerPoint.
• Knowledge of automation tools; interest in AI to improve CS outcomes.
• Strong organizational and time management.
• Team-oriented and communicative.
• Fluent English and German
• Willingness to travel

Responsibilities

• Serve as the primary point of contact for clients using nnamu, from onboarding through day to day use
• Manage seamless onboarding and adoption, identify use cases and guide pilots
• Support clients in setting up their first negotiations, including TVO configuration and supplier onboarding
• Design and run training programmes to build user proficiency and engagement
• Build and manage relationships with key client stakeholders, from category managers to procurement leadership
• Conduct account level review sessions with clients
• Monitor and drive account usage and engagement
• Identify upsell and cross sell opportunities within accounts and generate demand for broader products
• Turn client results into references and case studies with marketing
• Shape and implement customer success strategies and processes for others
• Collaborate with cross functional teams to improve customer experience and product roadmap

Skills

SaaS experience

Account management

Customer success

B2B

Excel

PowerPoint

Education

Master’s degree or MBA in Business Administration, Marketing or related field

Tools

Excel

PowerPoint

Job description

Your tasks

Beroe is looking for a Customer Success Manager (m/f/x) to look after our European clients of nnamu, the world’s first AI negotiation agent for procurement. You will be central to growing this business: you enable international clients to get the full value out of nnamu and you manage a portfolio of client relationships end to end, from the first training session to the renewal. We are looking for someone who wants to make a visible difference in how procurement teams negotiate, using artificial intelligence, machine learning and game theory, and who wants to do it inside a company that already serves many of the world’s largest procurement organisations.

You will have a direct impact on the sustainable growth of nnamu and on the success of our clients. You manage the key customer processes in close collaboration with leadership, sales, product and our consulting colleagues. In particular you will:

• Serve as the primary point of contact for clients using nnamu, from onboarding through day to day use
• Manage seamless onboarding and adoption, so clients get the maximum value from nnamu, including identifying the right use cases and guiding clients through pilot phases
• Support clients in setting up their first negotiations, including TVO configuration and supplier onboarding.
• Design and run training programmes that build user proficiency and engagement with our AI software
• Build and manage relationships with key client stakeholders, from category managers to procurement leadership, ensuring their satisfaction and retention
• Conduct account level review sessions with clients
• Monitor and drive account usage and engagement
• Identify upsell and cross sell opportunities within your accounts and generate demand for Beroe’s wider portfolio of products and services
• Turn client results into references and case studies together with marketing
• Shape and implement customer success strategies and processes that can be rolled out to other clients and the wider team
• Collaborate with cross functional teams to improve the customer experience and the product, feeding client needs back into the roadmap

Your profile

Master’s degree or MBA in Business Administration, Marketing or a related field

• Several years (ideally 5 or more) of experience in customer success, account management or a related field, preferably with B2B SaaS products in digital procurement or AI
• Understanding of sourcing processes and procurement team workflows; experience running or supporting e-auctions or dynamic bidding processes is a plus
• Interest in negotiation strategy and game theory; prior exposure to either is a plus
• Proven track record of building and maintaining strong client relationships, with the ability to convince and influence
• Consulting mindset with strong analytical and problem solving skills
• Strong commercial and business acumen
• Excellent communication and presentation skills, and very strong Excel and PowerPoint skills
• Knowledge of automation tools and a keen interest in using AI to improve customer success outcomes
• Strong organisational and time management skills
• Communicative, open minded and team-oriented personality
• Fluent English and German
• Willingness to travel when required

Why us?

A largely remote working model within Europe, with flexible work arrangements for a healthy work life balance.

• A role at the frontier of AI in procurement, with a product that delivers measurable results for its clients
• Room to grow: with this position we are looking for candidates who want to develop into higher leadership roles
• Professional development, including training and certification programmes
• Generous paid time off
• An international team across Europe, India and the United States, combining the pace of the nnamu team with the reach of a global company

We value diversity and inclusion and believe that a diverse team brings different perspectives and ideas to the table. We are an equal opportunity employer and welcome applicants from all backgrounds.