Strategic Customer Success Manager (m/f/d)

Program Development and Execution  

• Design and document the standard Strategic CS program framework (‘A’ customer segment)
• Be the primary owner of the Strategic CS Program Framework assets, making sure there is a change control and management in place
• Develop best practices packages for consistent program delivery
• Enable CS team members on using the Strategic Framework and assets
• Communicate the vision and strategy of the team to the wider company 

Customer Engagement 

• Lead on-site program delivery and customer workshops
• Drive executive-level relationships with key strategic accounts (including own portfolio of accounts as well as the overall team’s accounts: when needed, attending on-site meetings, customer events,etc..) 
• Ensure successful program adoption and value realization
• As the team leader is owning the accounts, the responsibilities of the Strategic CSM are also applicable for account owner

Operations & Reporting 

• Monitor and manage departmental KPIs, including churn management, revenueretentionand growth
• Utilize customer data to make informed decisions on Customer Success strategy, team performance, and customer engagement.
• Report on program progress and success metrics

• You have a min. bachelor's degree and several years of relevant professional experience.
• Own retention and growth metrics for the team’s collective book of business 
• Ensure clear documentation of programs, customer segmenthealthand team performance 
• Proactivelyidentifycustomer risk and growth opportunities andallocateteam resources accordingly 
• Escalate issuesin a timely mannerto senior leadership with recommended solutions 
• Report on team KPIs, program effectiveness and customer outcomes to leadership 
• Drive consistent and high-quality delivery of scale programs across the team 
• Champion a data-driven culture, continuouslyoptimizingprograms based on metrics and customer feedback