[Hiring] Senior Customer Success Manager @Sowelo Consulting

Role Description

Do you enjoy nurturing strong, long-lasting relationships with customers? Are you a self-starter who is not afraid to take the initiative? Great! So please take a few minutes and read about your potential new job.

You could join our clients rapidly growing SaaS software company which operates on a global scale. We're looking for a Senior Customer Success Manager to join the European Customer Success team. You would act as a strategic advisor, responsible for fostering and maintaining long-term relationships with customers while leading the account team.

Your tasks will include:

• Build and maintain strong relationships with decision-makers and stakeholders.
• Identify customer goals, challenges, and needs to recommend appropriate upsell opportunities.
• Drive product value and adoption to support future upselling initiatives.
• Conduct regular check-ins with customers to evaluate satisfaction, resolve potential concerns, and highlight areas for growth or improvement.
• Manage a portfolio of up to 15 - 25 accounts, comprising a mix of enterprise and multiproduct customers.
• Monitor and address risks to account retention, proactively ensuring customer success.
• Track and report key performance metrics, including customer health, satisfaction, product usage, and other relevant KPIs, while sharing actionable insights with both internal teams and customers.
• Identify opportunities to expand customer wallet share by analyzing needs, business goals, and product utilization.
• Meet retention and expansion targets by employing consultative sales strategies.
• Effectively communicate the distinct value of products and services, aligning them with the customer’s business objectives and addressing core challenges.
• Lead account teams by coordinating efforts across internal stakeholders to address customer challenges and achieve shared goals.

Qualifications

• Minimum of 6 years of experience in customer success, account management, or strategic consulting roles within customer-facing capacities.
• Proven expertise in addressing and supporting complex and strategic enterprise customer requirements.
• Experience in SaaS or a retail-related background.
• Demonstrated success in consistently achieving and exceeding targets.
• Adept at building strong relationships and establishing trust with customer stakeholders to drive desired outcomes.
• Exceptional listening skills with the ability to comprehend, articulate, and resolve complex issues for both technical and non-technical audiences.
• Strong analytical abilities, utilizing customer data to inform decisions, drive results, and provide actionable recommendations.
• Fluent in spoken and written German and English.

Benefits

• You will be part of the team that drives the digital transformation of the supply chain industry.
• You will join the company that combines innovation with corporate social responsibility.
• Being a part of a global brand that is evolving in customer-centric projects.
• Fully Remote Role.