Customer Success Manager enhancing support capabilities at much. GmbH, focusing on IT & ERP solutions. Drive sales growth while ensuring client satisfaction in a hybrid setting.
About the role
- Senior Manager of Customer Success leading the APJ team at DeepL. Ensuring customer value, retention, and growth across complex accounts.
Responsibilities
- Lead, mentor, and develop a high-performing CSM team that supports our largest, most complex and our growing accounts in APJ
- Serve as the primary representative of the APJ region in our Global Customer Success organization, providing regional leadership alignment and acting as the central point of coordination for Customer Success initiatives
- Ensure the team is driving measurable customer value, maximizing product adoption, and securing renewals and expansion opportunities
- Set clear performance expectations and coach team members to success. Foster a culture of accountability, empowerment and continuous learning
- Partner with cross-functional teams including Sales, Product, Marketing, Support, and Finance to ensure a unified and consistent customer journey
- Own and optimize internal processes, customer journey frameworks, and playbooks that drive scalability and consistency across the team
- Serve as a strategic voice of the customer, representing customer insights to inform product roadmap and business strategy
- Support talent acquisition and onboarding as we grow the team. Define the job scope, talent profile, attract and assess the talent to hire top-tier CSM talent
- Analyze team performance and customer health metrics to inform strategy and operational decisions
- Champion a culture of collaboration, inclusion, and high performance
- Empower team members through strategic delegation and clear decision-making frameworks
- Foster innovation and support calculated risk-taking to drive customer success outcomes
- Create transparent communication channels and feedback loops across the team and organization
Requirements
- 7+ years of experience in Customer Success, Account Management, or a related field, with a minimum of 5+ years managing CSMs supporting Enterprise clients in a leadership function
- Proven success leading teams managing large, complex customers with multi-stakeholder engagement
- Deep understanding of enterprise and scale customer dynamics, SaaS customer lifecycle, and value realization frameworks
- Passion for developing and empowering people, with a strong track record of coaching and performance management
- Strategic thinker with strong business acumen and an ability to translate data into action
- Excellent communicator with experience influencing stakeholders at all levels, including executives
- Highly organized, operationally strong, and comfortable with ambiguity in a scaling environment
- Demonstrate high emotional intelligence and self-awareness, with ability to adapt leadership style to team needs
- Champions a growth mindset and fosters a culture of continuous learning and development
- Makes values-driven decisions and models company values in all interactions
- Experience with tools such as Salesforce or CRM/CS platforms.
Benefits
- Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities.
- Open communication, regular feedback: we value the importance of clear, honest communication.
- Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week.
- 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.
- 20 days of annual leave: we value your peace of mind.
- Competitive benefits: we've crafted our benefits package to reflect the diversity of our team.
- Virtual Shares: every employee receives Virtual Shares, linking your contribution directly to DeepL’s growth.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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