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Deep Learning Technologies to automate document processing - we are HIRING!
Customer Success Manager
Location
Germany
Posted
64 days ago
Salary
0
Seniority
Mid Level
Job Description
Customer Success Manager
Hypatos
• Own the tech-touch customer portfolio – Act as the primary owner for a defined base of tech-touch customers, ensuring strong adoption, engagement, and retention through scalable motions. • Design and launch tech-touch programs – Research, plan, coordinate, and execute tech-touch Customer Success service programs that drive onboarding, product adoption, renewal, and expansion. • Build segmented engagement approaches – Craft structured and segmented approaches to engaging customers and delivering self-guided success journeys tailored to different customer needs. • Deliver personalized experiences at scale – Help customers feel valued and supported through targeted communications, health scoring, usage triggers, and automated success plays. • Monitor customer health and risks – Track product usage, customer health signals, and risk indicators; proactively trigger the right lifecycle motions. • Identify and drive growth opportunities – Proactively detect expansion opportunities within the portfolio and actively drive them forward in close partnership with Sales. • Drive scalable CS excellence – Continuously improve playbooks, lifecycle programs, and automation initiatives that increase efficiency and customer impact. • Bring the voice of the customer – Aggregate patterns and feedback from the scaled customer base and share actionable insights with Product and Engineering. • Collaborate cross-functionally – Work closely with RevOps, Marketing, Product, and the broader CS team to continuously optimize the customer journey. • Continuously learn and grow – Build deep expertise in Customer Success, AI, and automation, preparing for future ownership of more complex customer segments.
Job Requirements
- Bachelor’s or Master’s degree in a relevant field or equivalent practical experience
- 2–3 years of relevant experience in Customer Success, Project Management, Consulting, or scaled/tech-touch CSM roles within B2B SaaS companies
- Experience working in customer-facing roles with enterprise customers
- Strong analytical and process-oriented mindset
- Proven ability or strong interest in automating processes and implementing AI-driven workflows
- Excellent interpersonal, written, and verbal communication skills
- Experience or strong affinity for Customer Success Operations, RevOps, or data-driven customer lifecycle management
- Highly structured, proactive, and detail-oriented working style
- Fluency in English
Benefits
- Personal development budget
- Meal allowance
- Sporting activities
- Free beers
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• Support the management and development of existing B2B partners • Independently manage selected customer accounts • Analyze partner, market, and revenue data to identify cross-selling and upselling opportunities • Prepare revenue forecasts, reports, and decision-making materials • Assist onboarding management with the introduction of new B2B partners • Support the implementation and integration processes of embedded insurance solutions • Coordinate internal and external interfaces during the onboarding phase • Support partner communications on operational matters • Ensure structured processes, accurate documentation, and follow-up • Work closely with internal departments and act as the central interface between customers, onboarding, and internal teams
Role Description Tu es passionné(e) par la relation client et tu veux avoir un impact direct sur la croissance d’une entreprise SaaS en pleine expansion ? Alors cette offre est faite pour toi : on cherche un(e) Customer Success Manager pour faire briller l’expérience client ✨. En tant que CSM, tu seras le moteur de la satisfaction client et contribueras directement à la fidélisation de nos clients tout en améliorant en continu leurs parcours. - Définir et piloter la stratégie Customer Success pour maximiser satisfaction & rétention. - Encadrer, former et booster une équipe de Customer Success Managers. - Gérer les comptes stratégiques et construire des relations solides avec les décideurs. - Analyser les données clients pour identifier des leviers d’amélioration. - Collaborer avec les équipes Vente, Marketing et Produit pour offrir une expérience cohérente. - Utiliser Hubspot et autres outils CRM pour suivre, gérer et optimiser tes actions. - Participer à des projets transverses pour renforcer encore plus la valeur perçue de nos services. Qualifications - Tu as déjà une belle expérience en Customer Success (SaaS, c’est encore mieux !). - Tu sais inspirer et fédérer une équipe autour d’objectifs communs. - Tu as un excellent relationnel et un vrai sens du service client. - Tu aimes analyser, comprendre et agir pour améliorer les résultats. - Tu maîtrises les outils CRM et tu es à l’aise avec la gestion de projet. - Tu es curieux(se), collaboratif(ve) et orienté(e) résultats. Benefits - 4 semaines de formation intensive avec nos experts Customer Success. - Un coaching personnalisé tout au long du processus pour te faire progresser. - Une culture où l’innovation, l’esprit d’équipe et l’épanouissement sont au cœur. - Un challenge excitant dans une équipe passionnée ! 💥 Processus - On t’appelle si ton profil nous séduit, pour en savoir plus sur toi. - On t’accompagne avec une formation de 4 semaines pour te donner toutes les clés. - On te coache tout au long du parcours pour que tu sois prêt(e) à performer et à évoluer !
Customer Success Manager
Carr TalentCustomized Recruiting & HR Services to Bring You the People that Drive Results
• Lead, mentor, and motivate the Customer Success team (including refunds team) to achieve retention and growth goals • Own and manage a small, high-value book of business, demonstrating best-in-class client relationship management • Develop and implement retention and growth strategies to increase customer lifetime value and satisfaction • Establish and oversee structured follow-up processes to drive engagement, conversion, and retention • Monitor team performance metrics and KPIs, providing coaching, recognition, and performance improvement plans as needed • Partner with executive leadership to define retention targets and optimize Customer Success strategy • Coordinate ongoing training, onboarding, and professional development initiatives for CS team members • Collaborate cross-functionally with Sales and Marketing to improve lead quality and ensure seamless client experiences • Oversee refund dispute processes and ensure timely, effective resolution of customer concerns • Monitor online communities and social media channels to proactively address negative feedback and protect brand reputation.
• Champion Retention: Secure renewal, own customer lifecycle, proactive health checks • Solve problems: Turn at-risk accounts into happy partners • Drive experimentation: Guide users with AI-generated copy • Master tools: Teach users LinkedIn Sales Navigator • Help users interpret campaign data and optimize results • Achieve expansion goals: Grow your book of business • Navigate Platform Strategy: Guide users on LinkedIn’s changing ecosystem
