Senior Customer Success Manager (w/m/d)
Core
Strategic partner for Enterprise customers ensuring business value, adoption, and growth across the entire customer lifecycle.
Role type
Senior Customer Success Manager (High Touch)
Builds
Long-term customer relationships, retention strategies, and expansion opportunities for Enterprise accounts.
Domain
Enterprise Service Management (ITSM) / B2B SaaS
Deliverable
client delivery
Required skills
Strategic account management, executive stakeholder management, CSQL (upsell/cross-sell) execution, customer health & adoption monitoring, success plan development, cross-functional team coordination, escalation management, voice of the customer synthesis
Preferred skills
Experience with OTRS/EasyVista platform, data-driven decision making, proactive risk identification
Technologies
OTRS, EasyVista
Responsibilities
Conduct Executive Business Reviews with C-Level stakeholders, identify and close CSQL opportunities, monitor Customer Health & Adoption metrics, develop measurable Customer Success plans, coordinate internal teams (Sales, Support, Product), manage escalations, represent the company at customer workshops and events
Seniority
Senior, hands-on IC
