Customer Success Manager EMEA (m/w/d)

We are seeking a Customer Success Manager EMEA to join our expanding Customer Success Department. In this role, you will be the primary point of contact for our key European clients, providing support and guidance throughout their customer journey. Your main objective will be to ensure optimal customer experience and minimize churn rate. Responsibilities include building long-term relationships with existing clients, onboarding new customers, assisting with software platform migration, and collaborating with various departments to enhance the customer experience. A minimum of 2 years of experience in Customer Success Management, preferably in the SaaS industry, is required.

• Building long-term and strategic customer relationships with existing customers
• Onboarding new customers onto our software platforms Conductor and ContentKing
• Assisting customers with the migration from Searchmetrics to the Conductor Platform
• Providing guidance to customers on the use of our products and the long-term strategic expansion of their accounts, including designing account plans aligned with customer goals
• Collaborating closely with the Sales, Marketing, Account Management, Product Management, and Professional Services departments to optimize the customer experience and minimize churn rate.

• Abgeschlossenes Studium oder vergleichbare Berufsqualifikation
• Mindestens 2 Jahre Erfahrung im Customer Success Management, idealerweise im SaaS Bereich, ergänzt um Erfahrung mit erklärungsbedürftigen Produkten und Erfahrung im Online Marketing (grundlegendes Verständnis von SEO von Vorteil)
• Aufbau langfristiger und strategischer Kundenbeziehungen zu unseren Bestandskunden
• Onboarding neuer Kunden auf unseren Software-Plattformen Conductor und ContentKing
• Unterstützung Deiner Kunden bei der Migration von der Searchmetrics auf die Conductor Platform
• Beratung der Kunden bezüglich der Nutzung unserer Produkte sowie im Hinblick auf den langfristigen, strategischen Ausbau der Accounts, inklusive Gestaltung auf die Unternehmensziele der Kunden abgestimmter Accountpläne
• Enge Zusammenarbeit mit den Abteilungen Sales, Marketing, Account Management, Produktmanagement und Professional Services, um die Customer Experience zu optimieren und die Churn-Rate zu minimieren

• Friendly, open-minded, and helpful colleagues
• Office located in the heart of Berlin
• Access to learning platforms like LinkedIn Learning
• Soft drinks and fruit, as well as regular breakfast and pizza days
• Team and company events
• Urban Sports (M) or Fitness First membership
• 28 days of vacation to start, 30 days after two years
• Contribution to company pension scheme
• Dog-friendly office