Customer Success Manager (English & German)
In this role, we seek individuals with adept consulting abilities, an entrepreneurial spirit, and a dedication to customer satisfaction. We’re looking for a committed Customer Success Manager who is enthusiastic about continuously enhancing our internal processes and fostering increased product adoption among our clients. The CSM role emphasizes cultivating and sustaining robust client relationships, prioritizing their contentment with our offerings while actively identifying avenues for expansion. Collaborating closely with our sales, product, and support units, you’ll play a pivotal role in delivering a seamless experience for our international customers.
Responsibilities
- Build and maintain strong relationships with clients
- Understand client needs and goals and provide solutions to meet them
- Collaborate with sales, product, and support teams to ensure client success
- Conduct high‑quality and value‑based Quarterly Business Reviews
- Identify opportunities for upselling and cross‑selling
- Ensure renewals and drive customer growth (upsells, expansions)
- Minimize customer churn
- Monitor and analyze client usage and engagement metrics
- Provide feedback to product and support teams to improve the client experience and value delivery
- Onboard customers according to established good practices and improve the process
- Coordinate on‑site meetings and possible travel
- Coordinate strategic CS‑led projects and initiatives
Role Requirements
- 3–5 years of experience working in a customer‑facing role (B2B)
- Proven track record in managing a portfolio of Enterprise customers
- Ability to work in both technical and business‑focused client settings
- Strong cross‑collaboration skills, along with the capability to work independently
- Strong communication and interpersonal skills
- Comfortable presenting in front of C‑level executives and healthcare professionals
- Managing a portfolio of customers to handle renewals, upsells, and expansion alongside the sales team
- Fluent in English and German
Nice to Have
- Firm grasp of machine‑learning concepts and AI solutions
- Experience in the IT, AI, or healthcare industry
- Familiarity with SaaS and/or product development processes
- Knowledge of HubSpot or other CRM tools
- A hunter and farmer mentality – can identify areas where customers can increase their engagement and use cases
Seniority Level
Employment Type
Job Function
Industry
- Hospitals and Health Care
