Customer Success Manager

About us

Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably.

CitNOW’s app-based platform provides a secure, brand-compliant solution for dealers to build trust, transparency and long-lasting relationships.

CitNOW Group was formed in 2021 to unite a portfolio of 12 global software companies leveraging innovation to aid retailers and manufacturers in delivering an outstanding customer experience.

We have over 300 employees worldwide who all contribute to our vision to provide market-leading automotive solutions to drive efficiencies, seamlessly transforming every customer moment.

The CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group’s award winning, collaborative and inclusive culture.

About the role

In support of our ambitious growth plans in the DACH region, we are expanding our Customer Success Team in Germany and are excited to be recruiting for an experienced Customer Success Manager, reporting directly to the Head of Customer Success.

This is a remote / field based role involving regular travel to customer sites across the region.

The Customer Success Manager will be a key member of the Customer Success Team, responsible for creating and driving long-term, trusted relationships with our growing customer base across the DACH region, focusing on driving adoption and retention and identifying cross-selling opportunities across the Group portfolio.

Key responsibilities include :

• Work alongside the Sales and Onboarding teams to successfully and seamlessly onboard new customer accounts immediately prior to and post contract signing, supporting the full transition to Customer Success
• Build, maintain and develop exceptional customer relationships with existing customers, focussing on driving engagement across a defined territory through a partnership approach
• Take a proactive approach to Identifying cross and upsell opportunities across the CitNOW Group's portfolio
• Collaborate with the wider European Customer Success team to share knowledge and continue the development of best practices
• Establish & develop multi-level contacts and networks within allocated accounts and brands as part of the account review process
• Monitor customer health and take corrective action when a decline in engagement is identified
• Continuously drive education of product releases for our customers through review meetings, ensuring that new feature requests for customers are considered internally when building future product roadmaps
• Work closely with the Customer Support team to ensure customers are receiving a high level of customer satisfaction through first class support at 1st and 2nd line level
• Ensure all contact activity, business information and details are kept current within Salesforce
• Own the customers subscriptions to ensure they are configured to achieve the group’s goals and usage is as desired
• Help define and optimise internal processes by identifying gaps and solutions proposal

We are looking for :

• Fluency in German with very good English skills
• Experience in a Customer Success Manager position in a Technology / SaaS business is highly desirable
• Excellent analytical and problem-solving abilities, with the ability to work in a fast-paced environment

In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and / or extend their lunch break by up to 2 hours per day.

Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing.

We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us.

The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone’s individuality is valued.

View our candidate privacy policy here - https : / / www.citnow.com / app / uploads / 2022 / 10 / CitNOW-Group-Candidate-Privacy-Policy.pdf