Manager, Customer Success (Fluent in German) (1 Year Contract)

Company Description

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $5 million to US$100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

Join our Talent Community to stay in touch and learn more!

Job Description

Position: Manager of Customer Success (Fluent in German)
Contract: 1-Year (with the possibility of extension)

We are looking for a highly motivated and experienced Manager of Customer Success to join our team on a one-year contract basis, with the potential to extend. The ideal candidate will be fluent in German and have a strong background in customer success management.

Position Summary

The Manager of Customer Success oversees a multifaceted team of Customer Success Managers (CSMs), responsible for ensuring strong customer delivery outcomes resulting from successfully managed projects and initiatives within Assent’s Customer Experience department. This role requires a strategic leader who can seamlessly merge the responsibilities of promoting an excellent customer engagement experience while  managing day-to-day operations. They will help foster a culture of excellence, collaboration, and service orientation within the Customer Success team.

Key Requirements & Responsibilities

• Manage the day-to-day operations of the Customer Success team, including recruiting, coaching, mentoring, and engaging CSMs to raise the bar for customer success and satisfaction.

• Anticipate, plan, and manage the transition of customer accounts between CSMs to optimize satisfaction and workloads.

• Review and develop CSMs through performance management and training initiatives, providing leadership knowledge and guidance to colleagues in the Customer Success department.

• Promote and maintain a congenial, productive, collaborative, and service-oriented work culture within the Customer Success team.

• Guide the team to successfully collaborate with Assent’s remote international workforce to facilitate productivity and effectiveness.

• Partner with members of the assigned account team to support customer escalations and ensure timely resolution.

• Establish clear goals and targets for the Customer Success team aligned with the company's overall objectives. These goals often include customer retention, satisfaction, upselling, and cross-selling.

• Provide timely and valuable feedback and recommendations to the Senior Managers, Senior Director and/or the VP of Customer Success on the requirements and needs of the function to meet objectives.

• Track and report on important business KPIs to monitor team performance and identify areas for improvement.

• Advocate and cooperate with all internal groups to ensure alignment on special projects and execution, driving continuous improvement and efficiency within the Customer Success groups.

• Stay current with regulatory updates to best support the team and customers, ensuring compliance with relevant standards.

• Collaborate with Supplier Success, Sales, and Data management on process improvements and shared team goals to enhance customer value and delivery.

Qualifications

Qualifications

Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications