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.

Position summary

This is a new position created as the team has grown over the last year. The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Core hours are 10:00 to 15:00 CET.

Key responsibilities

• Document every customer touch in Salesforce
• Drive renewals alongside the commercial team, starting 120 days out
• Lead kickoff calls and onboarding plans with new customers
• Flag expansion opportunities to the account executive or account manager
• Recruit happy customers for references and case studies
• Create help centre articles when the same question keeps coming up
• Run quarterly business reviews with customer stakeholders
• Monitor usage and health scores in Gainsight and act on red flags

Required qualifications

• 3+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Organised across many accounts at once
• Working knowledge of Salesforce
• Bachelor's degree or equivalent experience
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Comfortable presenting to directors and VPs

Preferred qualifications

• Certified Customer Success Manager (CCSM) or similar
• Zendesk or Intercom experience
• Background in healthcare, logistics or financial services customers
• SQL or Looker for pulling your own account data

Salary range: $2,500-$3,400 monthly

Why work with us

• Flexible hours
• Company laptop
• Paid time off
• Monthly internet allowance

We look at every application, usually within a week.

Include your expected salary and earliest start date with your application.

Duration: 3 months. Start: Immediately.

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