Customer Success Manager (m/w/d)
Core
Central point of contact for enterprise B2B customers, managing the lifecycle from go-live to ongoing operations, handling escalations, and driving product adoption and revenue growth.
Role type
Customer Success Manager (Enterprise B2B)
Builds
Long-term customer relationships and successful product adoption for enterprise clients
Domain
Enterprise B2B / SaaS / Contact-Center / Unified-Communications
Required skills
Customer relationship management, escalation management, incident coordination, business review facilitation, cross-selling and upselling identification, KPI monitoring, internal team coordination, technical problem analysis, requirement translation
Preferred skills
Experience in insurance or financial sector, public sector processes, cloud/contact-center/unified-communications solutions
Responsibilities
Manage and steer escalations and Prio-1 incidents, conduct business and service reviews on-site, monitor customer success KPIs, coordinate internal teams for incident resolution, analyze solution usage for upselling opportunities, act as a feedback loop for product development
Seniority
Mid-level, hands-on IC