Enterprise Customer Success Manager

Our EMEA Customer Success team is growing and we are looking for a new Enterprise Customer Success Manager to join us!
About ControlUpControlUp is a Digital Experience Monitoring and Optimization platform that transforms the way IT admins manage their environment and troubleshoot issues. Our product suite enables IT Admins to be more proactive and have greater visibility into the digital experience of their users. Most of our customers utilize Citrix, VMware, Nutanix, and/or Microsoft for their virtualization layer. 
We have a fun and energetic company culture. We value a culture of transparency and curiosity. This is a company with a sense of humor, we love the work hard, play hard mentality. We value teamwork and approachability while keeping good vibes.  
The RoleAs an Enterprise Customer Success Manager, you will be given a portfolio of top tier accounts that require white glove treatment. You will manage the post-sale relationship with that customer from a customer service perspective and be responsible for ensuring their success and improved ROI with our product suite. 
We are looking for a strong leader and project manager, capable of guiding the customer (including Senior IT professionals, executive stakeholders, and adjacent business unit leaders) through our customer lifecycle methodology.
You will be responsible for becoming a ControlUp Pro (knowledgeable about our product suite), and being able to effectively communicate to the customer how they can use different functionalities of ControlUp to achieve their various goals.

Responsibilities:

• Manage the full lifecycle of a portfolio of enterprise customers
• Through a consultative approach, understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value from their solution
• Identify potential expansion opportunities based on customer use cases
• Be sensitive to risk within your customers and respond accordingly
• Work closely with Sales, Marketing, Product, Support, and other departments on customer requirements
• Be a customer advocate and the voice of the customer within ControlUp

Requirements:

• Experience in one or more of the following roles:
• 5+ years in Customer facing role
• 3+ years of experience in SAAS company
• Working knowledge of VDI – Citrix \ VMware virtualization solutions (big advantage)
• Proven experience in building customer relationships with multiple stakeholders and working with enterprise accounts
• Positive attitude and very customer-centric; always willing to put the customers' needs first
• Ability to clearly explain complex issues to both individual contributors and executives (English & German mandatory)
• Some travel required

Preferred Qualifications

• Experience with Outreach.io, Gong, Salesforce, Slack, Zoom, Google Workspace
• Excellent organization, note-taking, project management, and time management skills
• Exceptional attention to detail, problem solver, proactivity, and the ability to anticipate needs
• High Commercial and Technical skills
• Additional European languages