• Partners with Associate Principal or Senior Client Success Manager to leverage Account Management systems and dashboards to proactively identify opportunities to impact team revenue goals • Consults with client on planning, execution and analysis of tailored engagement strategies and tactics • Develops and executes against path to achieving/exceeding revenue targets as related to member engagement • Completes client discovery and expectation setting around engagement activities • Leads client engagement initiatives • Partners with clients to develop and execute onsite and virtual events to increase engagement • Partners with Marketing to design events and experiences that drive account activations and users • Responsible for supporting new account implementation • Manages a cadence of proactively scheduled client interactions • Leverages internal data sources to draft client facing materials • Partners with Associate Principal and Senior Client Success Manager to work cross functionally to respond to urgent client requests • Partner and collaborate with Medical Group, Clinical Operations, Technology, Data Science & Analytics, Marketing, Product on engagement efforts • Provides support across the Account Management team to manage internal projects and revenue reporting • Performs other duties as assigned

• ake ownership of a portfolio of 7-9 accounts, including several large customers in active onboarding. • Build relationships with executive sponsors and key day-to-day contacts. • Lead the executive onboarding portion of implementations, ensuring stakeholders are aligned on goals and success measures. • Diagnose early adoption gaps and define a clear path to value realization for each customer. • Successfully complete onboarding for your in-flight customers and transition them into post-implementation success management. • Establish “3 wide, 3 deep” relationships across your accounts. • Partner with internal teams (product, support, implementation) to solve customer challenges and influence roadmap priorities • Identify, scope, and prioritize custom build opportunities across your portfolio, ensuring strong business justification, executive alignment, and clear ROI. • Lead executive-level QBRs/EBRs (virtual and onsite) where you challenge customer priorities, surface risks, and align stakeholders around what must change in the next 60–90 days to drive outcomes. • Progress 4–5 qualified expansion opportunities, together with our Account Executives • Actively contributed to up-leveling the CS team by running knowledge share sessions on a regular basis. • Be recognized by customers as a trusted advisor who influences executive decision-making and delivers measurable business impact. • Consistently drive deeper adoption across your portfolio. • Generate customer referrals and contribute to net-new opportunities. • Generate at least 8 expansion opportunities across your book of business.

• Build and maintain strong, long-term relationships with key stakeholders at Enterprise accounts, including C-level executives, marketing directors, social media managers, and agency partners. • Proactively identify and understand customer needs and challenges through Mutual Success Plans. • Conduct Executive Business Reviews with customers to assess platform usage, identify areas for improvement, and discuss strategic goals. • Partner with the Onboarding and Professional Services teams to ensure new customers are ramped up and fully understand how best to maximize Sprout based on their individual needs and preferences. • Monitor customer platform usage and proactively identify areas for improvement in adoption and utilization. • Provide guidance and best practices to help customers maximize the value of the Sprout Social platform. • Work closely with Product and Engineering teams to provide customer feedback and influence product roadmap decisions. • Identify and mitigate potential customer churn risks. • Drive customer expansion opportunities by identifying and qualifying upsell and cross-sell opportunities. • Ensure high customer satisfaction scores and proactively address any customer concerns or issues. • Track key customer success metrics, such as customer satisfaction, platform usage, and ROI. • Generate regular reports on customer health and performance. • Leverage data to identify trends and make data-driven decisions to improve customer outcomes.

Role Description We’re looking for a Customer Success Manager to ensure our clients are not only successful in deploying atmio but are also empowered, engaged, and expanding their use of our platform. You’ll take the lead on relationship management and retention opportunities, working closely with our software and sales teams to deliver exceptional service and surface critical feedback. You’ll join a small but growing team — this is our second fulltime hire in Customer Success — and help define the playbook, structure, and processes that will scale with us. Key Responsibilities 🎯 - Relationship & retention: Build strong, trust-based relationships with key customer stakeholders, monitor account health, and drive renewals and expansions. - Customer enablement: Develop onboarding programs and proactive training (including onsite where needed) that lead to self-sufficient, happy users. - Voice of the customer: Gather insights and feedback, helping product and software teams prioritise improvements based on real customer needs. - Operational excellence: Contribute to internal CS tooling, documentation, and scalable processes (including health monitoring and onboarding flows). This role is right for you if you... ✨ - Thrive on building trust with senior B2B customers and turning great relationships into long-term success stories. - Love digging into data and processes to drive retention, identify upsell opportunities, and improve the customer journey. - Enjoy taking ownership, moving fast, and creating structure where there is none — especially in a growing startup environment. - Get energy from cross-functional collaboration and turning customer feedback into actionable improvements. - Communicate clearly, handle tough conversations with empathy, and stay calm under pressure. - Want your work to directly support climate impact and be part of a mission-driven, high-performance team 🌍. Qualifications - 2+ years of experience in Customer Success, Account Management, or Implementation — ideally with senior-level B2B clients. - A track record in upselling and driving renewals. - Strong project management skills and a data-savvy mindset. - Experience working with technical products and cross-functional teams (Sales, Software, Product). - Excellent communication and conflict resolution skills. - A proactive, ownership-driven attitude and a willingness to step outside your comfort zone. - Fluency in German and English (a third language is a plus). Benefits - Remote Working: Work from our office in Hamburg, or remote from the northern part of Germany. - Unlimited Vacation: Take as many holidays as you need — we trust you to recharge when it matters most. - Flexible Working Hours: Work during the hours that align with your peak performance and lifestyle. - Mental Health Matters: Access 1:1 psychologist sessions and workshops through our Bloom partnership. - Professional Growth: Use a dedicated development budget to enhance your skills and career. - Stock Option Plan: Receive virtual stocks as a reward for your trust, effort, and vision alignment. - Unite, Recharge, Celebrate: Join in-person team retreats to connect and have fun. - Explore Germany: Enjoy the Deutschlandticket for flexible public transportation access.