Senior Customer Success Manager (d|f|m)

<p></p><p>As a <strong>Senior Customer Success Manager</strong>, you will be responsible for nurturing long-term relationships with our customers and ensuring their success and satisfaction with our products and services. You will act as a key link between our customers and internal teams, driving customer success outcomes and influencing our product strategy.</p><p></p><p><strong>As an integral part of our experienced Growth team, your tasks will include:</strong></p><p></p><ul> <li>Active<strong> Management of New Customers and owning Customer Journey:</strong> Work closely with new clients to ensure a smooth transition and positive experience. Collaborate with the existing customer success team for client allocation.</li> <li>Long-Term<strong> Relationship Building:</strong> Develop and maintain strong relationships with customers, understanding their needs, and ensuring their success with our products.</li> <li>Demonstrate <strong>Product Knowledge</strong>: Show a deep understanding of the products. Expand product adoption and increase value for customers. Keep an eye on the roadmap and identify opportunities to engage partners in our vision.</li> <li>Customer<strong> Needs Analysis:</strong> Regularly assess customer requirements and feedback, adapting strategies to meet their evolving needs.</li> <li>Identifying <strong>Testimonial and Case Study Candidates</strong>: Actively select customers who have had positive experiences and significant success with our products for the creation of testimonials and case studies to be used in cold acquisition efforts.</li> <li>Onboarding<strong> Process Improvement:</strong> Analyze and enhance onboarding processes. Identify gaps in current materials (such as tutorials and webinars) and collaborate with the marketing team for production.</li> <li>Defining<strong> Clear Onboarding Structures:</strong> Establish and implement clear, structured onboarding processes for customers.</li> <li>Early<strong> Identification of Churn Risks:</strong> Proactively identify potential roadblocks and factors that might lead to customer churn and develop strategies to mitigate them.</li> </ul><p></p><p></p><p><strong>Requirements</strong></p><p><strong>What you need to succeed:</strong></p><p></p><ul> <li>Proven experience in Customer Success or Account Management (preferably in a SaaS or tech environment).</li> <li>Ability to achieve customer satisfaction and foster sustainable customer loyalty.</li> <li>Strong analytical and empathetic skills to identify customer needs and pain points.</li> <li>Excellent communication (written and verbal), conflict management, and interpersonal skills.</li> <li>Ability to work collaboratively with different departments.</li> <li>Skilled in prioritizing workload while maintaining high attention to detail.</li> <li>Native or fluent in German and English.</li> <li>Highly curious, passionate, driven, and target-oriented.</li> <li>Open and tolerant personality with a knack for innovation and entrepreneurship.</li> </ul><p></p><p><strong>Benefits</strong></p><p><strong>Your benefits from joining Mainteny:</strong></p><p></p><ul> <li>A positive and inclusive work environment that fosters collaboration, creativity, and growth.</li> <li>Opportunities for your professional growth and development within a dynamic and diverse team.</li> <li>Flexible working conditions with the option of hybrid and remote working.</li> <li>Competitive salary and benefits package.</li> <li>High-quality working equipment to set up your ideal workspace.</li> <li>Regular mindfulness sessions to support your mental well-being.</li> <li>Complimentary gym membership for a healthy work-life balance.</li> <li>And: Cool office located in the heart of Berlin, featuring a sun terrace, free drinks, and snacks.</li> </ul><p></p><p><strong>✨What makes Mainteny Mainteny✨</strong></p><p>ambitious team. responsibility from day one. transparency. egoless. humor. team mentality. friendships. cool learning opportunities. flexibility. diversity. equality. inclusion. respect. mindfulness. an employer that cares about you as a person.</p>