Customer Success Team Lead

Our engineering group is split into roughly 60 product teams, each owning its services end to end, with on-call shared across time zones. Headquartered in Berlin since 2000, the company now sells in 40 countries and supports customers in 11 languages. We keep recurring meetings to Tuesdays and Thursdays where we can.

Position summary

We are creating this position because the workload has grown. The Customer Success Team Lead owns post-sale relationships for a book of software customers, from onboarding through renewal. Krüger Data is hiring a CSM for the Onboarding segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. You can work from home anywhere in Germany. We have no office requirement. Communication happens mostly in Slack and short video calls.

Responsibilities

• Flag expansion opportunities to the account executive or account manager
• Document every customer touch in Salesforce
• Own a portfolio of 30 to 50 accounts and their overall health
• Report monthly on churn risk and saves
• Create help centre articles when the same question keeps coming up
• Coordinate with support on open tickets for your accounts

Minimum qualifications

• Able to learn a technical product and explain it in plain terms
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Comfortable presenting to directors and VPs
• Experience managing renewals or retention targets
• Organised across many accounts at once
• Working knowledge of Salesforce

Preferred qualifications

• SQL or Looker for pulling your own account data
• Certified Customer Success Manager (CCSM) or similar
• Experience with usage-based pricing

Pay and benefits

• Company pension scheme
• 30 days of annual leave
• Flexible working hours
• Urban Sports Club membership

Candidates must be eligible to work in Germany.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Krüger Data.