Customer Success Manager

Job description

Customer Success is at the center of what we do. When our customers realize the value our products and services bring to their business, they will stay with us, grow with us, and promote us to their colleagues and other businesses - which in turn helps our company grow and thrive.


We are currently growing our Customer Success team, specifically in our Berlin office to help take greater care of our valuable EU/Asia PAC customer base.


Our Customer Success team's primary purpose is to have a customer base with a net retention above 100%. That means we are not only retaining our customers, but also growing their ARR. As a Customer Success Manager (CSM), you will be responsible for knowing, supporting, and growing your customer base. You’ll ensure your customers adopt, renew, expand and advocate for us. In order to accomplish this, you will partner closely with Onboarding, Support, Product, Engineering, Sales & Marketing.


While you will have resources to collaborate and escalate to for edge case situations, it is vital that you become highly proficient with our products. This will enable you to quickly increase your ability to help our customers on your own more often.


Our CSMs oversee our top customer segment, and on average have 70 accounts each. As we are looking to grow our Berlin team, the average customer count per CSM will be 30-40. Some of your customers will be in the top 100, which will require you to bring your business acumen and handle both strategic and tactical engagements. You will need to be comfortable speaking and presenting to Directors, VPs and above while conducting what we call “CARs”, which stands for Customer Account Reviews. We feel “QBR” has been over used, and lacks the personal touch to our customers, and we do our best to keep the word “Customer” in all we do at TeamSupport.


Our current CSM team is seven strong; six CSMs and one Director of Customer Success who report into our Co-founder and Chief Customer Officer. You will be surrounded by an experienced, knowledgeable team and excellent leadership that cares about your professional growth.

Requirements

About You


We need people who have high initiative, who are committed, and work well with teams and customers alike. While a Bachelor’s degree is preferred, it’s not necessary if you are professional, organized, well spoken, charismatic, friendly, possess solid verbal and writing skills, and you’re an action taker/go-getter.


Because we have a highly valuable customer base, we are looking for a minimum of three years experience, preferably in a SaaS technology company.


You must also be comfortable having customer conversations about business needs, financial matters, and contracts. You will have Account Managers to help you with negotiations, as well as upsell/cross sell actions. However, you must be able to participate in these conversations and understand how to make sure the customers' needs are being met above and beyond.