• Develop deep product knowledge to map features to business outcomes and communicate roadmap insights • Apply industry expertise to address customer challenges and position solutions against competitive offerings • Analyze product usage data to identify patterns, calculate ROI, and quantify multiple value streams • Manage technical integration understanding and basic troubleshooting • Create and maintain detailed customer-facing documentation and resources • Lead renewal conversations and secure commitments, identifying upsell triggers and expansion opportunities • Create commercial solutions tailored to evolving customer needs • Build multi-threaded customer relationships to penetrate accounts strategically and develop new use cases over time • Collaborate with sales on handoffs and joint strategies for account growth • Manage a portfolio of customers throughout their journey, understanding their unique needs and tailoring interactions to align customer goals with company objectives • Implement scalable customer success workflows and operational excellence • Proactively monitor customer health metrics to identify and mitigate risks • Conduct strategic business reviews and success planning sessions • Build success plans that ensure customers fully realize the value of the partnership • Advocate for customers by providing product feedback to internal teams • Build trust with key stakeholders through executive-level interactions • Communicate clearly and concisely in both written and verbal formats, managing conflict resolution and navigating difficult conversations effectively • Demonstrate critical thinking and develop creative solutions • Guide customers through organizational change and address resistance • Make autonomous decisions while knowing when to escalate appropriately • Build strong working relationships with Product, Marketing, Support, and Sales teams to align customer success initiatives with broader company goals • Actively share customer feedback and insights with relevant teams to inform product development and marketing strategies • Identify operational friction in day-to-day work and propose practical improvements with supporting context • Participate in team pilots, process updates, or change initiatives, providing thoughtful feedback based on direct customer impact • Create reusable frameworks, templates, and playbooks that benefit the broader team

• Handling a high volume of user support requests via email, phone, and social media • The first point of contact for both Promenade customers and partners • Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team • Acting as an advocate for Promenade users and providing them with outstanding service while resolving issues in a timely and efficient manner • Identifying trends and inefficiencies to enhance the support process and improve the user experience • A product evangelist! Helping customers and partners use our Promenade products to change the way local businesses connect with their community

• Define and execute TRI's Customer Success strategy, aligned with company objectives. • Create a scalable CS operating model covering onboarding, adoption, value realisation, renewal and advocacy. • Develop strong executive-level relationships with customers to understand their RBQM objectives and challenges. • Ensure customers achieve measurable value, leveraging Triumph’s technology, services and best-practice frameworks. • Implement and oversee customer satisfaction (CSAT), net promoter scores (NPS) and advocacy programs. • Define customer health metrics and ensure consistent monitoring and reporting. • Introduce systems, tools and dashboards to track adoption, engagement and risk signals. • Partner with Operations to ensure seamless customer onboarding and transition to business as usual (BAU).

GOhiring is the leading software company for automated job posting and recruiting analytics. With our tool, recruiters can manage the entire job posting process in one place – from data-driven multiposting campaigns to in-depth analysis along the candidate journey. We help recruiters make the most out of their online job postings. As our Senior Customer Success Manager, you won’t just manage accounts; you will be a frontline driver of our strategic revenue operations. You will thrive at the intersection of customer outcomes, product innovation, and revenue growth. Your Role - Own the Journey: You take full ownership of the customer lifecycle, from onboarding and activation to retention, renewal, and expansion - Drive Activation: Drive higher activation rates and expand active product usage. - Strategic Partnering: You act as a trusted advisor to internal and external stakeholders at all levels, providing guidance on recruitment strategies and market trends while acting as the "voice of the customer" internally to shape our product roadmap - Scale the Playbook: You will help build and maintain our CS playbook, defining the "tech-touch motion" that allows our product to lead the customer journey effectively - Revenue Accountability: You manage a diverse book of business (SMB to Enterprise), using data to prioritize accounts and ensure high net revenue retention Your Profile - Full written and spoken fluency in German and English - You bring multiple years of experience in Enterprise Customer Success or Account Management within the Software industry (e.g. SaaS, B2B) - You have a proven track record of winning back or reactivating customers through strategic outreach and value reframing - You don't just "support" customers; you own business outcomes. You are proactive in managing risks and identifying expansion opportunities - You have a data-driven and analytical mindset with a focus on results - You are an excellent communicator, capable of navigating complex stakeholder landscapes and leading through change - Thrives in a dynamic, lean environment, able to create structure and processes where needed - You are comfortable with technical product discussions, integrations (APIs), and using data literacy to drive decision-making - Nice to have: Experience in the Tech-HR/Recruiting space, coaching junior team members, or change management sensitivity Why GOhiring - Remote culture: Work from where you are most productive, whether that be at home, while traveling or in co-working spaces. - Meeting the team: We get together twice a year for company offsites in different locations. Plus, you'll meet up with your direct team two more times each year. - World-class team and onboarding: Here you can meet the team that will guide you through our hands-on onboarding, so you will be in good hands from the very beginning. - Making a big difference in a small team: Direct collaboration, high-trust, lots of creative freedom, autonomy and learnings from each other. - Technical set-up: We’ll get everything you need to ensure you have the best technical and system setup of your choice. - Competitive package: Perfect mix of base salary, performance-related bonuses and great perks! Want to work together on the future of recruiting? Simply send us your CV or LinkedIn/Xing profile. No cover letter needed. We are happy to hear from you. Diversity and equal opportunity are very important to us. We are happy about the interest of all candidates and strive to provide feedback as quickly as possible. #LI-DNI