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Customer Success Manager, MM/Ent
Location
Europe
Posted
20 hours ago
Salary
€32.2K - €54.3K / year
Seniority
Senior
Job Description
Customer Success Manager, MM/Ent
Remote
• Accountability & autonomy - own book outcomes end-to-end inside guardrails - run renewal-risk plans when signals surface • Communication & collaboration - proactive updates - consistent agendas and follow-ups - align cross-functional DRIs early • Customer outcomes - protect retention - drive adoption - meet engagement/QBR expectations • Commercial impact - identify and progress opportunities with Sales - document consistently in SFDC + Vitally • Complexity & problem solving - translate ambiguity into a plan - reduce rework through disciplined detail • Operational excellence - Vitally hygiene as system of record - clean handovers • AI fluency - uses AI to draft customer comms, summarize meetings/case context, and structure risk summaries; verifies facts and commitments; ships customer-ready outputs without added rework • Multi-product coordination - manage dependencies at a high level so customers feel complexity is handled • Team impact - visible contribution via customer-facing projects and informal mentoring
Job Requirements
- CS/AM experience in Payroll and/or HR Tech in complex B2B SaaS
- Strong stakeholder management and crisp written communication
- Ability to diagnose risk early and run structured mitigation
- Comfortable coordinating across multiple teams and products
- Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting - validates against source-of-truth docs before sending any comms.
- Writes and speaks fluent English.
Benefits
- work from anywhere
- flexible paid time off
- flexible working hours (we are async)
- 16 weeks paid parental leave
- mental health support services
- stock options
- learning budget
- home office budget & IT equipment
- budget for local in-person social events or co-working spaces
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• Accountability & autonomy - own book outcomes end-to-end inside guardrails - run renewal-risk plans when signals surface • Communication & collaboration - proactive updates - consistent agendas and follow-ups - align cross-functional DRIs early • Customer outcomes - protect retention - drive adoption - meet engagement/QBR expectations • Commercial impact - identify and progress opportunities with Sales - document consistently in SFDC + Vitally • Complexity & problem solving - translate ambiguity into a plan - reduce rework through disciplined detail • Operational excellence - Vitally hygiene as system of record - clean handovers • AI fluency - uses AI to draft customer comms, summarize meetings/case context, and structure risk summaries; verifies facts and commitments; ships customer-ready outputs without added rework • Multi-product coordination - manage dependencies at a high level so customers feel complexity is handled • Team impact - visible contribution via customer-facing projects and informal mentoring
• Own a book of customers based in the APAC region, acting as their primary point of contact for day-to-day success, questions, and coordination. • Run onboarding, regular check-ins, and service reviews for accounts, keeping engagement consistent and outcomes clear. • Manage inbound support tickets, triaging, responding, and coordinating with Engineering, Labs, and Product where needed. • Track customer health signals, risks, and renewal dates, escalating early when risk is identified. • Support renewals and expansion opportunities with existing accounts, working alongside senior CSMs where appropriate. • Work closely with senior CSMs to support larger or more complex accounts during busy periods, incidents, or proof-of-value engagements. • Take ownership of internal Customer Success projects such as process improvements, documentation, tooling cleanup, and CS reporting. • Help maintain and improve internal systems such as HubSpot, Vitally, Intercom, and internal knowledge bases.
CRM & Automation Manager
Digital Career Institute & Social Impact SchoolAre you looking for a job with a strong social impact? At the Digital Career Institute and the Social Impact School, we offer various training courses. We have already helped thousands of people make a fresh start and find a job in the digital world within Germany. The Digital Career Institute has been offering training in digital professions in the tech and business environment since 2016. From the initial initiative to create new future perspectives for refugees, we have developed into an established tech institute for people of all nationalities and backgrounds. Together with a highly qualified team of over 100 employees, we all work towards one mission: to provide the best possible education for interested individuals to enable them to enter the digital industry. The Impact School is an innovative education provider with a clear mission: Since our founding in 2025, we have opened new professional perspectives for people, especially where traditional educational paths do not apply. Our focus is on qualification, permeability, and genuine participation in the labor market in the fields of education, care, and support. Do you want to help even more people find attractive, future-oriented jobs with us? As a team, we celebrate successes together, and you can be a part of it. Help us shape the digital future! We look forward to your application!
Role Description Hast du Lust, mit uns echten Impact zu schaffen? - Aufbau, Pflege und Optimierung von Automatisierungen (Make.com, Zapier) - Erstellung und Weiterentwicklung von HubSpot Workflows - Strukturierung und Pflege von Eigenschaften, Listen, Formularen und Pipelines in HubSpot - Verknüpfung von HubSpot mit Make, Zapier und Google Sheets - Analyse und Behebung von Fehlern in bestehenden Automatisierungen - Testing neuer Automationen vor Live-Schaltung - Dokumentation von Prozessen und Automatisierungslogiken - Datenpflege, -bereinigung und -strukturierung in Google Sheets - Erstellung von einfachen Auswertungen und Arbeitslisten - Unterstützung bei Datenimporten und Massenbearbeitungen in HubSpot Qualifications - Erfahrung mit Make.com und/oder Zapier und CRM-Prozessen - Gute Kenntnisse in HubSpot (Workflows, Properties, Listen, Pipelines) - Sehr gute Kenntnisse in Google Sheets - Sicherer Umgang mit Daten, Formeln und Strukturen Benefits - Ein motiviertes Team und kurze Entscheidungswege - Moderne Arbeitsumgebung und flexible Arbeitsmodelle - fully remote - Powere Dich aus mit dem Angebot von Urban Sports Club - Tue was für deine Mental Health mit Nilo
Role Description Stiamo cercando un Customer Success Specialist motivato, autonomo, attento ai dettagli e orientato al cliente, da inserire nel nostro team in modalità full remote. La figura si occuperà di gestire le relazioni con i clienti, garantendo la loro soddisfazione e il successo nell’utilizzo dei nostri servizi, contribuendo a costruire relazioni solide e durature. Responsabilità principali - Accogliere, ascoltare e supportare i clienti durante tutto il percorso di utilizzo dei nostri servizi - Gestire attivamente il rapporto con i clienti via email, chat e videoconferenza - Identificare opportunità di upselling e cross-selling, proponendo soluzioni adeguate alle esigenze dei clienti - Monitorare il soddisfacimento dei clienti e risolvere eventuali problematiche - Collaborare con un team di professionisti (Nutrizionisti, coach, psicologi) al fine di rendere l'esperienza del cliente unica e rendere il cliente soddisfatto del percorso - Collaborare con il team di prodotto e marketing per condividere feedback e migliorare l’offerta - Creare report e analisi sul customer journey e sui KPI di soddisfazione Qualifications - Esperienza pregressa in ruolo di Customer Success, Account Management o simili - Ottime capacità comunicative e di ascolto attivo - Spiccata autonomia e capacità di lavorare in modo organizzato da remoto - Conoscenza di strumenti CRM e piattaforme di comunicazione digitale - Interesse per temi di sostenibilità e benessere - Partita IVA attiva Benefits - Lavoro completamente in remoto, flessibile e dinamico - Ambiente innovativo e orientato alla crescita - Collaborazione con un team appassionato e professionale - Opportunità di contribuire a progetti di impatto sociale e ambientale - Un pacchetto competitivo: - Fisso tra 1.500 e 2.000€ mensili - Bonus al 3% sul fatturato generato dai rinnovi e upsell
