Director of Client Success driving IGD’s client strategy, managing revenue targets and operational excellence across the client lifecycle.
About the role
- Customer Success Manager at a software startup in Berlin, helping frontline teams enhance productivity and safety. Focused on onboarding, training, and relationship management.
Responsibilities
- Onboarding & Activation: You conduct successful onboarding of new users and ensure they quickly reach the milestones of their individual use cases.
- Customer Retention & Development: You build a network of customers and maintain long-term relationships with them.
- Product Training: You lead training sessions and workshops for our customers and ensure they can take full advantage of our software.
- Consulting: You understand the specific requirements and goals of our customers and advise them on industry best practices.
- Product Feedback: You collect feedback from our customers, synthesize it, and pass it on to our product team to drive continuous improvements to our solution.
- Proactive Support: Our goal is to act proactively to identify potential churn risks early and collaboratively develop mitigation strategies.
- Upselling: You identify upsell opportunities by communicating the value of additional use cases, locations, and collaborations on our platform to our customers.
- Reporting: You regularly create reports on the status, satisfaction, and growth of our customers.
- Collaboration: You work closely with the Sales, Marketing, and Product teams to ensure customer needs are met.
Requirements
- Native-level German and business-fluent English, both written and spoken.
- Experience in Customer Success, Account Management, or Sales, ideally in a B2B SaaS environment.
- Strong communication skills and a proactive, people-oriented approach.
- Solid understanding of technical concepts and the ability to explain them clearly.
- Enjoys solving problems and proactively addresses challenges to find solutions.
- Strategic thinker with forward-looking planning skills.
- Values a hands-on, pragmatic approach.
- Team-oriented.
Benefits
- Modern office in the heart of Berlin-Mitte — Linienstrasse.
- Investment in your future with an annual learning budget of €500.
- Additional financial perks: monthly €50 non-cash benefit or an Urban Sports Club membership.
- Free refreshments: unlimited good coffee, tea, spritzers, fresh fruit, beer, and wine.
- Flexibility and work–life balance with flexible working hours and remote work options.
- Be part of a global adventure in an international, fast-growing SaaS startup.
- Opportunity to take on significant responsibility.
- An international team with flat hierarchies and an open feedback culture.
Job title
Job type
Experience level
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Degree requirement
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