CRM Administrator supporting Salesforce platform to enable a data - driven sales team at Inchcape Shipping Services. Collaborate with global teams and drive performance improvements in a hybrid role based in London.
About the role
- 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.
Responsibilities
- You guide our customers from day one in defining and successfully achieving their goals
- You design an optimal SaaS customer experience across the entire customer journey — including onboarding, support, account management, and upselling
- You conduct regular check-ins with customers to gather feedback, measure satisfaction, and identify opportunities for improvement
- You analyze engagement metrics to uncover potential upsell and cross-sell opportunities
- You proactively address customer concerns and, when necessary, escalate issues in close collaboration with internal teams to ensure timely resolution
- You develop targeted communication strategies across multiple channels for your customers
Requirements
- Approximately 3+ years of experience as a Customer Success Manager, responsible for a large customer portfolio in a B2B SaaS startup/scale-up
- Empathetic listener with excellent communication skills and the ability to engage stakeholders at all levels effectively
- Strategic-analytical mindset combined with a strong sense of responsibility and an ownership mentality
- Experience conducting negotiations
- Structured work approach and the ability to prioritize effectively
- Ability to work in a fast-paced environment, embrace new challenges, and maintain a proactive and optimistic attitude
- Proficient with CRM software (e.g., HubSpot) and relevant tools (e.g., Excel)
- Experience designing and delivering presentations
- Fluent in German and English
Benefits
- Competitive salary and participation in the employee equity program (VESOP)
- Free access to the nilo app, including family support
- Discounted Urban Sports Club membership
- Personal development budget
- 30 days of vacation
- Up to 90 days of workation per year within the EU
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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