Enterprise Customer Success Manager

About Schulz Maschinenbau

Schulz Maschinenbau is an industrial manufacturer with 390 employees and plants in eight countries. Customers include energy companies, utilities and heavy equipment makers. Safety glasses, steel toes and hearing protection are required on the floor.

Position summary

We are adding an Enterprise Customer Success Manager to our Mid-Market team. Most of the work happens on Zoom and email, with occasional on-site visits for larger customers. Success in this role is measured on gross retention, product adoption and account health scores.

Duties

• Own a portfolio of 30 to 50 accounts and their overall health.
• Run quarterly business reviews with customer stakeholders.
• Train new users and admins over Zoom and in person.
• Escalate product bugs and feature requests through Jira with clear context.
• Report monthly on churn risk and saves.
• Coordinate with support on open tickets for your accounts.
• Build success plans with measurable goals for each account.
• Recruit happy customers for references and case studies.

Qualifications

• 5+ years in customer success, account management or implementation at a SaaS company.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Travel up to 15%.
• Calm under pressure when a customer is angry.

Also helpful

• Zendesk or Intercom experience.
• SQL or Looker for pulling your own account data.

Benefits

• Company pension scheme.
• 30 days of annual leave.
• Learning budget.
• Childcare allowance.
• JobRad bike leasing.
• Flexible working hours.
• Urban Sports Club membership.

Start: Immediately.

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