Senior Customer Success Manager responsible for the complete customer journey in a B2B SaaS startup. Driving client satisfaction and engagement throughout onboarding, support, and account management.
About the role
- Customer Success Manager at DeepL handling a portfolio of corporate Swiss accounts. Empowering clients to integrate AI solutions into workflows for successful outcomes.
Responsibilities
- Support a portfolio of 20 - 25 key customers for the Swiss market.
- Drive strategic value by leading deep-dive business reviews that translate data into narratives, proving to C-suite stakeholders that DeepL is a critical driver of their ROI.
- You’ll own the first impression, architecting onboarding paths that align our technology with the customer's specific business goals from day one.
- Empower customers to integrate DeepL deeply into their workflows, guiding them on API usage and advanced product features to make our solution indispensable.
- Partner closely with Account Executives and the wider GTM team to identify expansion opportunities and ensure our Swiss footprint continues to grow.
- Understand the unique nuances of the Swiss market, you’ll position yourself as a consultant rather than a vendor, ensuring long-term retention and advocacy.
- Achieve quarterly adoption, retention and advocacy targets while tracking customer details and next steps.
Requirements
- You are fluent in German and English. If you can also navigate a conversation in French or Italian, you’ll have a distinct advantage in the Swiss market.
- Experience working in a Customer Success role previously, ideally within a scaling SaaS organisation.
- Proven track record of not just retaining customers, but turning them into vocal advocates for your brand.
- Experience with APIs and a comfort level in working with customers who integrate our solutions into their own products.
- Ability to thrive in a scale-up environment, demonstrating strategic thinking and tactical execution.
Benefits
- Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures.
- Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together.
- Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home.
- Regular in-person team events: we bond over vibrant events that are as unique as our team.
- Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about.
- 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources.
- Competitive benefits: we've crafted it to reflect the diversity of our team and tailored it to align with your unique location.
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