• Understanding the customer’s business: Identify and address business and technical challenges, owning the entire process. This includes the relationship, project management & communication of issues and solutions. • Demonstrating the value Sift is providing: Through strategic business reviews and consultative conversations, you are able to show that Sift is providing value to our customers. Gaining alignment with our customers regarding the value Sift is providing is a top priority. • Being a Sift product expert: Build and maintain a deep understanding of Sift’s product offerings. Find, distill, and share best practices across your customers. Take a first pass at debugging issues and making recommendations for better integrations (our Solutions Engineers will be around to help!). • Being a customer advocate: As the owner of your book of business, you are the champion and represent customers internally. Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving value realization for your customers. • Contribute to product documentation training with key learnings and best practices.

• Own the end-to-end success of a portfolio of enterprise and global employer clients, serving as their primary relationship manager and strategic advisor. • Lead complex client onboardings and implementations, coordinating across internal teams to ensure successful launches. • Develop and execute client success strategies that drive engagement, adoption, and measurable outcomes across diverse and distributed employee populations. • Build strong, executive-level relationships with HR, Benefits, and People leaders, positioning yourself as a subject-matter expert in financial wellbeing. • Lead regular business reviews, using data and insights to demonstrate value, influence client strategy, and inform renewal and expansion conversations. • Partner closely with Sales on renewals, upsell, and cross-sell opportunities, contributing to retention and revenue growth. • Identify risks to client health early and proactively address them through thoughtful planning and cross-functional collaboration. • Deliver and support engagement initiatives such as webinars, campaigns, benefits fairs, and live or virtual program rollouts. • Act as the voice of the customer internally, sharing feedback and insights to inform product and program improvements.

Role Description Du möchtest an der Schnittstelle zwischen Sales, Produkt und Onboarding arbeiten und dabei aktiv mitgestalten, wie unsere Embedded-Insurance-Lösungen bei B2B-Partnern erfolgreich wachsen? Dann unterstütze unser Partner-Success-Team bei der Weiterentwicklung bestehender Partnerschaften. Die Position ist ab Juni in Vollzeit zu besetzen – wahlweise in Rostock oder remote innerhalb der EU. Qualifications - Erfahrung im Account Management, Customer Success, Onboarding oder einer vergleichbaren B2B-Rolle - Analytisches und strukturiertes Arbeiten - Erfahrung in der Erstellung von Reportings mit unterschiedlichen Kennzahlen - Ausgeprägte Prozess- und Schnittstellenkompetenz - Hohe Zuverlässigkeit, Verbindlichkeit und ein starkes Ownership-Mindset - Sichere Kommunikation auf Deutsch und Englisch - Idealerweise Erfahrung im regulierten Umfeld (z. B. Versicherung, Finanzdienstleistung, Leasing) - Sicherer Umgang mit CRM- und Analyse-Tools oder schnelle Einarbeitung in neue Systeme Requirements - Betreuung und Weiterentwicklung bestehender B2B-Partner - Eigenverantwortliche Betreuung ausgewählter Kundenaccounts - Analyse von Partner-, Markt- und Umsatzdaten zur Identifizierung von Cross- und Upselling-Potenzialen - Vorbereitung von Umsatzprognosen, Reportings und Entscheidungsgrundlagen - Unterstützung des Onboarding Managements bei der Einführung neuer B2B-Partner - Begleitung von Implementierungs- und Integrationsprozessen - Koordination interner sowie externer Schnittstellen während der Onboarding-Phase - Unterstützung der Partnerkommunikation bei operativen Fragestellungen - Sicherstellung strukturierter Abläufe, sauberer Dokumentation und Nachverfolgung - Enge Zusammenarbeit mit internen Fachbereichen und zentrale Schnittstelle zwischen Kunden, Onboarding und internen Teams (Produkt, Marketing, Claims Management, Customer Support) Benefits - Unbefristete Beschäftigung in Vollzeit - Selbständiges Arbeiten mit und in einem kompetenten Team - Praxisnahe Einarbeitung in das Unternehmen und dein Aufgabengebiet - Erfahrene Kollegen begleiten und coachen dich - Mitgestaltungsmöglichkeiten, kurze Entscheidungswege und eine flache Hierarchie - Start-Up-Feeling mit der Sicherheit und Dynamik eines expandierenden und mehrfach ausgezeichneten Unternehmens - Sehr steile Lernkurve und große Entwicklungsmöglichkeiten - Weiterbildung, erweitere dein Know-how auf unsere Kosten - Internationales Team und internationale Projekte - Diverse Firmenevents - Büroräume direkt an der Warnow, gute Verkehrsanbindung - Flexible Home-Office-Regelungen - Arbeitszeiten von Montag bis Freitag (keine Wochenend- oder Feiertagsarbeit)

Summary At Monsoon, our Customer Success Managers are more than account reps—they’re strategic partners, trusted advisors, and operational lifelines to some of the most successful eCommerce sellers in the game. In this hybrid role, you’ll guide customers from onboarding through long-term growth, helping them get the absolute most out of our powerful suite of eCommerce tools. You’ll dive deep into the mechanics of online retail across Amazon, eBay, Walmart, Shopify, and more—while becoming an expert in the Monsoon platform and a champion for your clients’ success. If you love tech, thrive on variety, and have a knack for turning problems into possibilities, this is your moment. Key Responsibilities Customer Success Be the go-to resource for your portfolio of clients, focused on retention, satisfaction, and strategic growth. Run proactive check-ins, review performance metrics, and lead business consultations that help clients grow smarter. Identify and mitigate risk while uncovering opportunities for expansion into new channels or product upgrades. Advise clients on everything from software settings and industry changes to marketplace compliance and workflow optimization. Customer Onboarding Lead new clients through onboarding, ensuring seamless software setup and killer first impressions. Tailor onboarding flows to fit each client’s business model and target marketplaces. Share best practices and provide workflow guidance that makes complex operations feel like clockwork. Triage onboarding issues and collaborate with Sales, Account Management and Engineering to resolve roadblocks fast. Special Projects & Cross-Functional Collaboration Own special initiatives that improve the customer experience, scale our success strategy, and keep Monsoon ahead of the curve. Partner across departments—Product, Engineering, Sales, Marketing, Support—to deliver client-centric improvements. Help create content such as consultation reports, help guides, and internal training materials. Liaise with marketplaces to resolve complex issues and maintain compliance. Required Skills & Experience 6-8 years in eCommerce Account Management or Customer Success - bonus if you’re experienced in Project Management and SaaS Implementation. Familiarity with retail back-office inventory/order management and warehouse systems. Excel power-user with ability to analyze large datasets and move insights into strategic actions. Experience with CRM tools and Support platforms (e.g HubSpot, Keap, JIRA, chatwoot), project trackers and reporting tools. Familiarity with SQL and modern web technologies such as https, html, xml and json is a plus. A curious, confident communicator who can translate complex ideas into customer-friendly solutions. Comfortable engaging with stakeholders at every level of a client’s organization, from frontline staff to business owner or executive leadership. BA, BS, or equivalent real-world expertise.