Senior Customer Success Manager (m/w/d)
Core
Ensuring long-term success for strategic B2B SaaS customers from onboarding to strategic partnership expansion.
Role type
Senior Customer Success Manager (strategic account management)
Builds
Customer success processes, playbooks, and best practices for a B2B SaaS platform
Domain
B2B SaaS (Customer Success)
Required skills
Strategic account management, churn risk identification, upsell/cross-sell execution, business review facilitation, customer training & workshops, data-driven KPI tracking, cross-functional collaboration, process development, team coaching
Preferred skills
Experience with modern AI tools, technical understanding of digital solutions
Technologies
HubSpot, VisitReport, BusinessCards, LeadResearch, AI tools
Responsibilities
Proactively communicate with customers to develop success plans and conduct business reviews; Identify and mitigate churn risks; Identify upsell and cross-sell opportunities; Design customer projects and outreach using AI tools; Develop training materials and conduct workshops; Collaborate with Sales, Support, and Product to integrate customer feedback; Develop Customer Success processes and playbooks; Coach team members and share knowledge; Monitor KPIs like retention, usage, and expansion.
Seniority
Senior, hands-on IC with mentorship responsibilities