Canto

Role Description As a bilingual Account Manager at Canto, you will own a portfolio of 250+ DACH customers, conducting business in German and English. Your responsibilities will include: - Proactively identifying expansion, cross-sell, and renewal opportunities through value-based conversations in German and English. - Executing renewal cycles ahead of subscription end dates, identifying churn risk early and influencing positive outcomes. - Building 12-month customer roadmaps progressing each account toward their platform goals, with regular health checks and quarterly discovery conversations. - Partnering cross-functionally with Customer Success, Sales, Implementation, and Product to deliver a seamless customer experience from onboarding through renewal. - Maintaining accurate records in Salesforce (SFDC) with clear next steps, and communicating account health and recommendations to German-speaking stakeholders. Qualifications - Full professional fluency in German (spoken and written) — non-negotiable. - Previous experience managing DACH customers is essential. - 3+ years in Account Management or Customer Success in a SaaS environment with a proven track record of driving upsells, cross-sells, and renewals. - Experience managing 200–300 accounts with a consistent record of exceeding expansion targets and maximizing gross revenue retention. - Proven ability to identify churn signals and present value-based solutions to executive-level DACH stakeholders. - Proficient in CRM and CS tooling — Salesforce required; Clari, ChurnZero, and Pendo are a plus. Requirements - Fluent in German and ready to make an impact. Benefits - Use your German every day — bilingual fluency is a genuine advantage here, not just a box on a spec. - Own a strategic territory — full DACH market ownership from day one, with direct influence on revenue outcomes. - Grow with us — Canto is scaling fast; as the DACH portfolio grows, so does your opportunity. - Remote flexibility — We have an office based in Berlin that you can visit whenever suits you. - Collaborative, international team — diverse colleagues, open culture, and a company trusted by 4,000+ customers worldwide.

• Lead and develop a Global CS Organization – Recruit, mentor, and manage a multi-layered team across NAM and EMEA. Foster a high-performance culture with meaningful visibility into customer-level execution; support Associate Managers’ development into full Manager roles. • Own GRR and NRR Outcomes – Define and track KPIs, including product adoption rates, time-to-value, customer health scores, and NPS; regularly present insights to senior leadership. • Drive Product Adoption and Customer Value – Develop and execute strategies to ensure customers achieve critical adoption milestones and realize measurable business value post-onboarding. • Build Scalable CS Processes – Implement tiered engagement frameworks, playbooks, and health scoring to efficiently support a growing customer base—high-touch programs for enterprise and a digital-first motion for lower-ACV segments. • Champion AI-Powered Customer Success – Drive adoption of AI and agentic AI capabilities across the CS org, including intelligent automation in platforms like ChurnZero and enterprise tools like Claude, to improve CSM efficiency and proactive engagement at scale. • Partner Cross-Functionally – Align closely with Account Management, Implementation, Support, Product, RevOps, and Customer Marketing to ensure a seamless customer journey and shared accountability for retention and expansion goals. • Champion Customer Advocacy – Serve as the voice of the customer internally, channeling actionable feedback to Product and Marketing to improve experience and functionality. • Manage Escalations – Oversee adoption-related escalations and drive timely resolution in collaboration with cross-functional stakeholders.