Customer Success Manager; English & German

Customer Success Manager (English & German)

We're a remote-first company that gathers folks passionate about redesigning healthcare for millions of people on the planet. If you are led by an ambition to make a good impact in the surrounding world - we would love to meet you.

Your impact

The CSM role emphasizes the cultivation and sustenance of robust client relationships, prioritizing their contentment with our offerings while actively identifying avenues for expansion. Collaborating closely with our sales, product, and support units, you'll play a pivotal role in delivering a seamless experience for our international customers.

• Build and maintain strong relationships with clients
• Understand client needs and goals and provide solutions to meet them
• Collaborate with sales, product, and support teams to ensure client success
• Conduct high-quality and value-based Quarterly Business Reviews
• Identify opportunities for upselling and cross-selling
• Ensuring renewals and driving customer growth (upsells, expansions)
• Monitor and analyze client usage and engagement metrics
• Provide feedback to product and support teams to improve the client experience and value delivery
• Onboarding customers according to established good practices and improving them
• Coordinating on-site meetings and possible travel
• Coordinating strategic CS-led projects and initiatives

• 3-5 years of experience working in a customer-facing role (B2B)
• Proven track record in managing a portfolio of Enterprise customers
• Ability to work in both technical and business-focused client needs
• Strong cross-collaboration skills, along with the capability to work independently
• Strong communication and interpersonal skills
• Comfortable presenting in front of C-level executives and healthcare professionals
• Managing a portfolio of customers to handle renewals, upsells, and expansion alongside the sales team
• Fluent in English and German

• Firm grasp of machine-learning concepts and AI solutions
• Experience in the IT, AI, or healthcare industry
• Being familiar with SaaS and/or product development-related processes
• Knowledge of Hub Spot or other CRM tools
• A hunter and farmer mentality - can identify areas where customers can increase their engagement and use cases
• Choice of the most comfortable type of contract
• Mental health support provided by Mindgram
• Buddy program to support our new joiners
• Annual holiday allowance of 20 or 26 days
• Employee Stock Ownership Plan - own part of the company
• Full IT equipment to set up your home office

• Sending applications
• Verification of applicants
• Not every application is successful, but we inform everyone.
• Meeting with the Talent team
• Use this time to ask questions and learn more about us.
• Meeting with the team
• Meet your future manager and team members.
• Task
• In some cases we ask you to complete a test task.
• Final meeting
• Meet the exec team representative for your role, after which we will make the final decision and discuss details.
• Reference meetings
• Reference sessions are conversations with your colleagues or direct reports from previous workplaces.