Customer Success Manager

Headquartered in Munich since 2004, the company now sells in 40 countries and supports customers in 11 languages. More than 9,000 organisations use our HR and payroll suite, from regional hospitals to school districts. Founded in 2004, we now have 340 employees. Laptops are MacBook Pros, and you pick your own editor.

Job summary:

Looking for a Customer Success Manager who wants to stay somewhere for a while. Success in this role is measured on gross retention, product adoption and account health scores. You will be employed through our employer-of-record partner in Greece, with a local contract and salary paid in euros. Working hours overlap with Central European Time. You need a reliable internet connection and somewhere quiet to work.

In this role you will:

• Coordinate with support on open tickets for your accounts
• Build success plans with measurable goals for each account
• Drive renewals alongside the commercial team, starting 120 days out
• Flag expansion opportunities to the account executive or account manager
• Run quarterly business reviews with customer stakeholders
• Report monthly on churn risk and saves
• Create help centre articles when the same question keeps coming up
• Own a portfolio of 30 to 50 accounts and their overall health

Minimum qualifications:

• 2+ years in customer success, account management or implementation at a SaaS company
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Bachelor's degree or equivalent experience
• Able to learn a technical product and explain it in plain terms
• Organised across many accounts at once
• Calm under pressure when a customer is angry

Preferred qualifications:

• Background in healthcare, logistics or financial services customers
• Certified Customer Success Manager (CCSM) or similar
• Zendesk or Intercom experience

Benefits:

• Company laptop
• Two weeks of paid leave at year end
• Co-working space stipend
• Annual team retreat
• Flexible hours

We may close the role early, so do not wait too long to apply.

We look at every application, usually within a week.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Saddleworth Labs GmbH.