Role Description As a Customer Success Manager at Copado, you will play a crucial role in ensuring the success and satisfaction of our customers. You will act as a strategic partner, working closely with customers to understand their unique needs and challenges. By providing tailored advice and recommendations, you will help them drive adoption of Copado, manage complex releases, increase productivity, and minimize risk. - Act as a strategic and influential partner for customers, addressing specific pain points and use cases. - Identify areas of opportunity hindering customer success and provide tailored solutions and recommendations. - Improve team efficiency by optimizing previously defined processes such as templates or risk playbooks. - Collaborate with customers to build mutually beneficial success plans, tailoring meeting agendas based on customer attendees. - Clearly articulate the value proposition of Copado's features and products using a strategic and consultative approach. - Provide meaningful follow-up summaries and resources after each customer call. - Independently create optimal prescriptive plans with customers to help them achieve their goals. - Conduct initial discovery to qualify opportunities for upsell, proactively communicating with Sales. - Execute Quarterly Business Reviews (QBRs) using Copado Insights data to identify trends, risks, and opportunities. Qualifications - Excellent written, verbal, and interpersonal communication skills. - Minimum 5 years of experience in customer success management roles. - Bilingual Skills in German and English are mandatory. - Strong sense of accountability in following up with customers. - High emotional intelligence to pick up on customer sentiment. - Consultative approach in advising customers on processes required to achieve their goals. - Experience in addressing key challenges encountered by Copado customers. - Strong problem-solving skills and the ability to think creatively. - Experience in driving customer adoption and success through proactive communication. Requirements - Familiarity with Copado's features and functionalities. - Knowledge of agile methodologies and practices. - Understanding of integration capabilities and experience integrating ALM tools or systems. - Ability to provide guidance and training to customers on using Copado effectively. Company Description Copado is Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.

• Manage overall relationships with assigned customers, ensuring adoption, retention, and renewals. • Develop multi-purpose relationships throughout customer organizations. • Develop and execute Customer Success Plans to establish critical goals and help customers achieve their business objectives and strategic goals. • Measure and monitor customers’ progress against key performance indicators, reporting internally and to customer stakeholders. • Facilitate regular meetings (weekly/monthly/quarterly/bi-annually/annually) with customers to review program statuses following the right governance at different stakeholder levels. • Own and drive strategic engagements with decision makers during regular business reviews. • Serve as a trusted advisor to customers, driving continued value from our products and services. • Collaborate with internal teams (Account Management, Professional Services, Education, SME) to identify opportunities for further adoption of our solutions. • Identify and develop expansion opportunities within existing accounts. • Develop a strong internal network across the entire internal ecosystem. • Advocate for customer needs across departments and manage resolutions for escalated concerns. • Identify risks within accounts and take proactive measures to manage or resolve them efficiently. • Drive customers to take part in user groups and regional customer events. • Drive Customers to build staff training and develop a center of excellence. • Ensure customers achieve continuous ROI by consulting on workflows and aligning outcomes with business goals. • Gain and maintain sound knowledge in the OneStream platform and future product offerings. • Mentor newer members of team. • Collaborate with Customer Success colleagues across your region. • Utilize customer management tools to track communication, issues, and metrics.

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push. • Own first-purchase activation across the first 7 days. • Differentiate renewal sequences by plan tier (1 / 3 / 6 month). • Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason. • Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics. • Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure. • Recover revenue from a base that is currently dormant due to deliverability issues. • Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel. • Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative). • Recover and maintain email domain reputation. • Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC). • Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades). • Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible. • Expected Outcomes First 3 Months: Email deliverability restored to historical baseline. • Expected Outcomes First 3 Months: Reactivation campaign launched with measurable incremental conversion against a holdout. • Expected Outcomes First 3 Months: Differentiated renewal flows live for 1 / 3 / 6 month plans. • Expected Outcomes First 3 Months: Decision (signed off with engineering) on omnichannel platform: migrate to Maestra or alternative. • Expected Outcomes First 6 Months: SMS and web push live as ongoing production channels in lifecycle flows. • Expected Outcomes First 6 Months: Measurable lift in Reg→Purchase conversion via paywall-abandonment and post-registration triggered sequences. • Expected Outcomes First 6 Months: Measurable lift in month-1 rebill rate via differentiated and intervention flows. • Expected Outcomes First 6 Months: Add-on attach rate (Resume Review, Resume Builder) materially up via CRM-driven sales sequences. • Expected Outcomes First 6 Months: Per-flow incremental revenue reported weekly via proper holdout methodology. • Expected Outcomes 12 Months: CVM channel contributing as a top-3 incremental revenue source for the company. • Expected Outcomes 12 Months: Cross-channel lifecycle strategy (email + SMS + web push + iMessage/RCS as those channels mature in the US) live and documented. • Expected Outcomes 12 Months: Process documentation and tooling stable enough to remove key-person risk.

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push. • Own first-purchase activation across the first 7 days. • Differentiate renewal sequences by plan tier (1 / 3 / 6 month). • Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason. • Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics. • Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure. • Recover revenue from a base that is currently dormant due to deliverability issues. • Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel. • Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative). • Recover and maintain email domain reputation. • Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC). • Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades). • Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible. • Expected Outcomes for First 3, 6, and 12 Months with specific measurable lifts and documentation.