Customer Success Manager

Our client, a leading SaaS company for M&A activity in financial institutions, is seeking a Customer Success Manager to support their clients in the DACH region.

This role suits candidates who are bilingual German / English and have some previous Customer Success / Customer Service experience in SaaS / AI technologies.

You will support clients at investment banks, law firms, large Corporates and Private Equity Funds.

Responsibilities:

Your overarching responsibilities are retention of the existing customers, increasing revenue through upselling additional features, and enabling repeat business.

To achieve that you will need to:

• Oversee all aspects of delivery from inception (either pre-sale or kick-off call) through to closure including full support and consultancy of projects. This ranges from pre-sale client meetings and demos (both online and F2F), client kick-off calls all the way to successful project completion.

• Proactively manage both clients and projects, by taking the brief for new projects and managing email and telephone requests from clients.

• Work directly with clients to ensure they successfully utilise all functionalities available including the unique set of AI tools. This can include client workshops and / or running pilot programs to increase adoption levels and improve client outcomes.

• Ensure all customer complaints are handled promptly, and all relevant stakeholders are informed accordingly, and the matter brought to satisfactory resolution.

EXPERIENCE & COMPETENCIES

• Experience in Customer Services / Success role in a SaaS environment

• Bilingual German / English

• Excellent presentation (customer facing) skills

• Passion for service / customer success and delivering a great client experience

• Positive, can-do attitude who is committed to ensuring the client will receive an excellent level of service

• Outstanding communicator and highly motivated to succeed

• Team player who can delegate, escalate and hand over work as necessary

• Strong troubleshooting & technical skills

• Strong software and IT competencies

DEPARTMENT & REPORTING LINE

• Directly reporting to the Group Customer Service Manager in London.

• Indirectly reporting to the Frankfurt Regional Sales Director.

LOCATION

• Frankfurt Office, Germany, with hybrid working pattern.

Salary: 40-50K€ basic + bonus

Please note that only shortlisted candidates will be contacted.