Strategic Customer Success Manager

Team Lead Strategic Customer Success (m/f/d)

Permanent employee, Full-time
· Remote

Program Development and Execution

• Design and document the standard Strategic CS program framework (‘A’ customer segment)
• Be the primary owner of the Strategic CS Program Framework assets, making sure there is a change control and management in place
• Enable CS team members on using the Strategic Framework and assets
• Communicate the vision and strategy of the team to the wider company
• Lead on-site program delivery and customer workshops
• Drive executive-level relationships with key strategic accounts (including own portfolio of accounts as well as the overall team’s accounts: when needed, attending on-site meetings, customer events, etc.)
• Ensure successful program adoption and value realization
• As the team leader is owning the accounts, the responsibilities of the Strategic CSM are also applicable for account owner

Operations & Reporting

• Monitor and manage departmental KPIs, including churn management, revenue retention and growth
• Utilize customer data to make informed decisions on Customer Success strategy, team performance, and customer engagement
• Report on program progress and success metrics

• You have a min. bachelor's degree and several years of relevant professional experience
• Own retention and growth metrics for the team’s collective book of business
• Ensure clear documentation of programs, customer segment health and team performance
• Proactively identify customer risk and growth opportunities and allocate team resources accordingly
• Escalate issues in a timely manner to senior leadership with recommended solutions
• Report on team KPIs, program effectiveness and customer outcomes to leadership
• Drive consistent and high-quality delivery of scale programs across the team
• Champion a data-driven culture, continuously optimizing programs based on metrics and customer feedback

PTV Logistics - a leading global software company for transportation logistics! We calculate and optimize route planning for logistics companies with record-breaking algorithms to maximize time and cost savings. With more than 40 years of experience, we help to put theory into practice! Interested? Then take a look at our website: