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Customer Success Manager
·Germany
Not specifiedFull-timeAdTech
Partner with a portfolio of 25-40 enterprise customers to drive adoption, retention, and expansion of AI-powered marketing and experimentation solutions. Act as trusted advisor, aligning platform capabilities with strategic business goals. Facilitate cross-functional collaboration and advocate for customer needs to influence product roadmap.
Responsibilities
- Own overall relationship with assigned clients, focusing on adoption, retention, expansion, and satisfaction.
- Develop and execute success plans with clear goals and KPIs.
- Advise on best practices for digital programs and platform usage.
- Drive accountability and coordinate internal and external resources.
- Identify opportunities for expanded product usage across business units.
- Manage account issues and escalations, collaborating with services to resolve challenges.
- Collect and advocate for product feedback internally.
- Maintain deep industry and platform expertise.
Requirements
- 3+ years in a customer-facing, post-sale, or professional services role, preferably in SaaS.
- Fluency in German.
- Experience managing client portfolios of varying sizes, including B2C mid-market and enterprise retail.
- Familiarity with web/mobile app development teams and digital marketing/e-commerce platforms.
- Strong project and stakeholder management skills.
Nice to have
- Professional training in direct marketing.