• Manage a portfolio of clients on a day-to-day basis, monitoring engagement and usage, and acting proactively when a client begins to disengage; • Build and maintain close relationships with clients, mapping stakeholders in each account and maintaining constant communication; • Conduct regular check-in meetings, identifying opportunities and challenges and developing customized success plans; • Monitor portfolio metrics such as NPS, retention, and expansion, and develop action plans based on these insights; • Monitor product usage, analyze feedback, reported bugs, and improvement requests, and communicate these insights to internal teams; • Develop action plans to re-engage disengaged clients, anticipate churn or downsell cases, and propose reversal strategies; • Identify and map opportunities for upsell and cross-sell (new modules, new projects) and consistently lead these conversations; • Act as the bridge between the client and internal teams (Support, Product, Finance), translating the needs of on-site personnel to the platform development teams; • Contribute to the creation of support materials and training content when needed; • Train client teams for optimal use of the platform, both web and mobile applications; • Depending on team needs, lead onboarding of new clients: initial configuration, user training, and monitoring first steps on the platform.

Role Description Werde Teil eines der am schnellsten wachsenden Tech-Unternehmen in Deutschland und helfe unseren Kunden als Lead im Customer Success Team dabei, das Beste aus ihrem Produkt zu machen. Du legst das Fundament, um Produktnutzung und Wachstumsmöglichkeiten im großen Maßstab zu fördern. - Kundenbetreuung & Onboardings: Du nutzt skalierbare Ansätze, um viele Kunden zu unterstützen, und bietest individuelle Onboardings und Betreuung für Fälle mit hohem Potenzial oder Risiken. - Produktnutzung & -health: Du analysierst Nutzungs-Trends, um Potenziale für stärkere Kundenbindung und Mehrwert zu identifizieren. Strategien, die Kundenbindung und Produktnutzung verbessern, setzt du eigenständig um. - Churn- und Risikomanagement: Durch kontinuierliche Überwachung von Kundendaten erkennst du frühzeitig Anzeichen für Abwanderung oder Unzufriedenheit und entwickelst gezielte Maßnahmen, um Risiken zu minimieren und Kunden langfristig zu binden. - Wachstum der Kundenkonten: Gemeinsam mit dem Sales-Team identifizierst und förderst du Expansionsmöglichkeiten, um das volle Potenzial aller Kunden auszuschöpfen. - Produktfeedback: Du hörst aktiv auf Kundenfeedback und hilfst unserem Produktteam, das Produkt kontinuierlich zu verbessern – wir bauen schnell! - Datenmanagement und Dokumentation: Du sorgst für eine hohe Datenqualität im CRM, indem du Interaktionen dokumentierst und Automatisierungsoptionen identifizierst. Du stellst die Genauigkeit und Vollständigkeit aller Kundendaten sicher. - Projekte: Du leitest Projekte, die zur Weiterentwicklung von Customer-Success beitragen. - Führung: Du leitest und übernimmst die fachliche Führung & bearbeitest und delegierst die Aufgaben in einem 2-3er Team. Qualifications - 2-3+ Jahre Erfahrung als Senior CS Manager in einem SaaS-Unternehmen. - Fließende Sprachkenntnisse in Deutsch und Englisch. - Wunsch, im Customer Success eines schnell wachsenden Start-ups wirklich etwas zu bewegen. - Analytisches Denken und Verantwortungsbewusstsein. - Erfahrung in der Problemlösung durch offene Kommunikation. - Erfahrung, Up-/Cross-selling-Möglichkeiten zu identifizieren. - Fähigkeit zur Priorisierung nach Kundenbedürfnissen, Business Impact und Expansionspotenzial. - Aktives Engagement für die Qualität und Genauigkeit von Daten. - Erste Erfahrungen im Prozessdesign, der Automatisierung und Skalierung. - Flexibilität und Anpassungsfähigkeit in dynamischen Umgebungen. Benefits - Ein hochmotiviertes und engagiertes Team, das Wert auf ein großartiges Arbeitsklima legt. - Alle notwendigen Arbeitsmittel, inklusive neues MacBook uvm. - Remote Work 100% - Büros in Hamburg, Malaga und Barcelona vorhanden. - Großzügige Urlaubsregelung über dem spanischen Durchschnitt. - Eine dynamische Umgebung, die dich ermutigt, dich weiterzuentwickeln. - Eine spannende und herausfordernde Position, in der du aktiv zum Erfolg und Wachstum des Unternehmens beiträgst.

Superhuman offers a dynamic hybrid working model for this role. This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that helps foster trust, innovation, and a strong team culture. About SuperhumanGrammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company's products include Grammarly's writing assistance, Coda's collaborative workspaces, Mail's inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here. The OpportunityAs a member of the Grammarly for Education team, your role as an Enterprise Customer Success Manager will be pivotal in accelerating our efforts to drive adoption, realize value, and ultimately lead our customers to expand. This role reports to the Enterprise CS Manager and will be instrumental in supporting a customer success engine that aims to maximize Grammarly's value for our Grammarly for Education customers. In this role, you will: - Own the full post-sales customer lifecycle for your assigned enterprise accounts, ensuring seamless onboarding, activation, and long-term success. - Lead renewal strategies end-to-end, including pricing proposals and negotiations, to drive retention and account growth. - Partner cross-functionally with Sales and Key Accounts teams to identify and execute on expansion and cross-sell opportunities. - Deliver high-impact enablement experiences by deeply understanding customer goals, training users on Superhuman’s products and features, and aligning product capabilities with organizational goals and objectives. - Conduct strategic account reviews, providing tailored insights and performance metrics to reinforce value, deepen engagement, and align on success plans. - Leverage customer engagement data and trends to identify risks, uncover opportunities, and take proactive, data-informed actions that exceed performance targets. - Lead effective, executive-ready customer meetings, crafting clear agendas, surfacing strategic insights, and facilitating collaborative decision-making. - Contribute to continuous improvement initiatives by identifying gaps, streamlining processes, and supporting team-wide content and operational enhancements. - Contribute to content and process improvements across the customer lifecycle to continually improve the customer experience. Qualifications - Has 5+ years of experience in Customer Success, Sales, or Account Management roles. - Has fluent proficiency in English, both in writing and speaking. - Proven success managing enterprise accounts—owning renewals, driving adoption, and exceeding retention and revenue goals. - Builds strong relationships with people to understand their needs and goals and identify creative solutions. - Has a proven track record of exceeding quota targets and driving revenue growth, as well as delivering on customer satisfaction. - Can synthesize quantitative and qualitative data, make data-driven decisions, and use data to identify gaps and opportunities. - Sets aggressive short and long-term goals and possesses a strong internal drive to achieve them. - Solid understanding of subscription models, including pilots, upsells, and customer lifecycle strategies. - Uses systems such as CRM to track all customer-related activities and deliverables, and manage pipeline and project revenue. Experience with tools like Outreach and Salesforce is a plus! - Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments. Support for you, professionally and personally - Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. - A connected team: Superhuman builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Superhuman Circles, which promote connection among those with shared identities including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs. - Comprehensive benefits: Superhuman offers all team members competitive pay along with a benefits package encompassing health care and ample and defined time off. We also offer support to set up a home office, wellness, and pet care stipends, learning and development opportunities, and more. OTE Range: 153,000 - 210,000 PLN/year. OTE is split into an 80% base and 20% bonus, with no cap. The ramp period is 3 months with a 100% bonus guarantee. We encourage you to applyAt Superhuman, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Superhuman is an equal opportunity company. We do not discriminate on the basis of race or ethnic origin, religion or belief, color, gender expression or identity, sexual orientation, sexual identity, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law. For more details about the personal data Superhuman collects during the recruitment process, for what purposes, and how you can address your rights, please see the Superhuman Data Privacy Notice for Candidates here.

• Responsible for responding to and documenting customer technical inquiries via phone calls, chat messages and emails from prospective and current customers • Determines the need of each contact with the goal of achieving the best resolution • Document every call into a Client Relationship Management (CRM) system • Converse with customers in an empathetic and supportive manner to promote the most precise information relating to the issue • Acts as subject matter expert on matters related to technical, sales, or supplies support and handles all calls in compliance with all the appropriate regulatory requirements outlined by departmental Standard Operating Procedures SOPs • Responds timely to resolve inbound customer calls • May offer chat and outbound call support through the same support line • Using approved communication guidelines, responds to customer concerns or inquiries • Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests • Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation • Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system • Identifies potential health and safety issues with products and follows appropriate internal notification procedures • Uses knowledge to propose recommended improvements to customer related processes and materials • Acts as a customer advocate to represent customer needs internally • Confirms completion of required training plan before assuming job responsibilities • Consistently meets or exceeds relevant Customer Care metrics which may include accuracy, call monitoring, and schedule adherence requirements • Complies with department’s attendance policy • Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements • Ability to handle calls in general CTS or CSS queues as needed • Provides second level product support to CTS or CSS Specialists as required