Senior Customer Success Manager

Senior Customer Success Manager EMEA Please only apply if you are a candidate who is based in the UK and can speak professional/fluent/native German. The role will be focused on Enterprise customers/accounts all across Europe but will have a particular density across the DACH. We are recruiting for a Senior Customer Success opening for a VC-backed ($220m) MarTech vendor in the CDP/Customer Engagement space. The role would be responsible for an Enterprise portfolio of 10-15 accounts across the EU with a strong focus on DACH (fluency in German).The product is loved by its clients and is a Gartner/Forrester & G2 leader with +1200 customers globally and over 900 employees across +10 offices. They have an amazing list of customers including Customers include FoodHub, Sweatcoin, SoundCloud, Magenta, Travel Lodge, Deutsche Telekom, Garmin, SoundCloud, Landmark Financial, JPMorgan, CitiBank, Loblaw, Poshmark, etc, and many othersSkills and Requirements 5+ years experience in supporting complex enterprise customers with marketing technology solutions (email, push, SMS) or closely related solutions with an understanding of technical, product, and marketing disciplines Has a strategic mindset and ability to make sense of complex business needs Exceptional project management and organizational skills - especially in coordinating meetings and follow-ups with global stakeholders across multiple time zones and disciplines Understanding roles and responsibilities within technical organizations to understand who does what at a high level to involve the right people Exceptional attention to detail - working with a customer in a highly regulated environment Ability to understand customer requirements and see how the platform can add value in various ways. Comfortable with communicating with all levels of team members internally and externally from C-level executives to individual contributors The ability to collaborate and build strong relationships with customers Previous experience in Customer Success or Support Engineer roles for a SaaS company is a plus SaaS and B2B experience is a must Professional ability to speak German is a plus Responsibilities You will be the main point of contact for customers and their team members operating in Europe Actively monitor client usage and identify opportunities to upsell additional products and services Troubleshoot and resolve client issues and provide proactive solutions to minimize potential issues Conduct regular client check-ins and provide QBRs to ensure clients are receiving value from our products and services Develop and implement client retention strategies to ensure long-term partnerships Conduct client satisfaction surveys and analyze feedback to improve the customers experience Project manage different projects concurrently. Monitor customer health, satisfaction, risks, and escalations Augment the internal team members supporting the customer to ensure timely response and interpretation of solutions Keep up to date and establish a deep knowledge of the solutions and product Be the voice of the customer when engaging with internal teams Get in touch to learn more!07946 833 508 #####