Customer Success Manager (English & German)

We're a remote-first company that gathers folks passionate about redesigning healthcare for millions of people on the planet. If you are led by an ambition to make a good impact in the surrounding world, we would love to meet you.

Your impact

In this role, we seek individuals with adept consulting abilities, an entrepreneurial spirit, and a dedication to customer satisfaction. We're in search of 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 satisfaction 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

• Ensuring renewals and driving customer growth (upsells, expansions)

• Minimizing 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

• Onboarding customers according to established good practices and improving them

• Coordinating on-site meetings and possible travel

• Coordinating 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 needs 

• 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

• Being familiar with SaaS and/or product development-related 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