Customer Success Manager

We are seeking a highly motivated Client Success Manager to join our team. In this role, you will be responsible for developing and maintaining strong relationships with our clients to ensure their long-term success. As a key member of the client success team, you will collaborate with internal stakeholders to identify and drive revenue growth opportunities while ensuring client satisfaction and retention.

This role will also challenge your experience and skills to team up with internal client-facing peers consisting of client success managers, program managers, and professional services. These teams work together to ensure the clients ' needs are clearly understood and implemented with professionalism and high quality . Target clients will be Cleverbridge's mid-market accounts. This is an individual contributor role.

Your Background

• 2 years of experience in customer success or client management in the technology industry
• Proven track record of building and maintaining strong client relationships and driving revenue growth
• Experience leading key strategic initiatives and building relationships up and down the corporate hierarchy
• Strong analytical skills with the ability to interpret data and make informed decisions
• Self-starter mentality with the ability to work independently and as part of a team in a fast-paced, dynamic environment
• Excellent communication, negotiation, and problem-solving skills in English; German is a plus
• Strong project management and organizational skills with a keen attention to detail
• Proficiency in Microsoft Office Suite and Salesforce, ideally PowerBI
• Bachelor's degree in Business, Marketing, or related field required

Your Responsibilities

• Develop and execute success plans by collaborating closely with clients to identify current and future success goals; communicate plans to cross-functional team members
• Manage multiple mid-market accounts; develop positive working relationships across all client touchpoints
• Drive upsell/cross-sell opportunities with existing accounts for incremental client growth
• Serve as the primary point of contact for our clients, building strong relationships with key stakeholders, including C-level executives
• Strong focus on client retention, renewals, and client satisfaction
• Provide thought leadership by leveraging technical tools to understand client performance, present business cases, and consult on recommended ecommerce solutions and strategy
• Execute forecasting, P&L, financial reporting and understand financial drivers of your accounts
• Ability to conduct commercial negotiations and work with legal to ensure up-to-date and accurate contracting
• Develop and maintain knowledge and understanding of our business, offerings, competitors, and industry
• Participate in the development and implementation of customer success programs, including onboarding, training, and adoption
• Provide regular reporting and analysis to internal stakeholders to track client progress and identify areas for improvement

Benefits

• Product driven company -- everyone has the chance to make an impact
• Ability to work hybrid or fully remote (varies by role and team)
• Flexible working hours
• Funded company pension scheme (optional)
• Funded Deutschlandticket (optional)
• JobRad (optional)
• Hardware lease for private use (optional)
• Personal L&D budget and access to our Cleverbridge academy
• 30 vacation days p.a.
• Mental health support