Hybrid Customer Success Manager

at amberSearch

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: €50,000 - €75,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Koln, Germany

About the role

• Customer Success Manager responsible for client relationships and onboarding for amber's AI search platform. Focusing on customer retention and upselling strategies within a hybrid work model.

Responsibilities

• You independently organize and document customer meetings, including kick-offs, regular check-ins (jour fixes) and follow-ups
• You are the primary point of contact for our customers and ensure questions are answered and issues are resolved reliably
• You manage and prioritize multiple customer topics simultaneously and keep track of their deadlines
• You guide customers through a smooth onboarding process and ensure our product is presented, understood and used optimally
• You proactively analyze customer needs and ask targeted questions to identify opportunities, strengthen long-term relationships and help customers get the most out of amber
• You are responsible for upselling opportunities by demonstrating the added value of our solution and encouraging customers to adopt additional features, connectors and licenses
• You develop concepts and processes to make customer support more efficient and work on automations as well as the further development of our CRM system

Requirements

• You have experience in direct customer contact and know how to build and maintain relationships on an equal footing
• You work proactively and take responsibility by organizing and keeping appointments reliably
• You can prioritize tasks effectively while maintaining an overview to provide the best possible support for our customers
• You have strong communication skills and can convey both technical content and AI best practices clearly and solution-oriented
• You ask questions proactively, contribute to critical processes and participate in customer conversations to act as an effective facilitator, especially during important phases such as kick-offs
• You are fluent in German and English to provide the best possible support for our customers
• You have a good sense for customer needs and derive appropriate measures for retention and upselling

Benefits

• Workations — as you will be part of an international team, our workations have so far been international
• Attractive, performance-based compensation with a significant fixed component and a supplementary variable bonus
• We support your personal development through training and provide room for personal responsibility
• Flexible work arrangements — work from home or from one of the coolest co-working spaces in Aachen (the Digital Church) or in Cologne when it suits you
• We cover your Germany public transport job ticket to allow flexible commuting
• A team of motivated people committed to making AI solutions accessible to small and medium-sized enterprises
• Work with the latest technologies and tools
• You will have the chance to take responsibility from day one, actively drive our customer strategies and help shape the success of an innovative AI product