Senior Customer Success Manager(m/w/x)

Anforderungen

• Bachelor’s degree in Business, Economics, IT, or related field (preferred)
• Proven experience in Customer Success, Account Management, or Consulting (ideally in SaaS, fintech, or technology environment)
• Strong communication and presentation skills, with stakeholder influence ability
• Experience with high-profile enterprise clients and senior management engagement
• Excellent analytical skills, interpreting customer metrics, usage data, health indicators
• Empathetic, customer-centric mindset with proactive communication
• Ability to manage multiple customer relationships structured and outcome-driven
• Experience collaborating with cross-functional teams (Sales, Renewals, Product, Service Desk)
• Familiarity with MEDDPICC, SPICED, or similar value-selling frameworks (plus)
• Fluency in German and English

Aufgaben

• Build and maintain strong post-onboarding customer relationships
• Lead regular business reviews
• Conduct value discussions to ensure customer ROI
• Guide customers through best practices for product adoption
• Support customers through onboarding milestones
• Identify and guide customers to optimization opportunities
• Monitor customer health
• Identify customer risks early
• Implement risk mitigation strategies
• Represent the customer's voice to Product and Marketing
• Collaborate with Service Desk to escalate issues
• Resolve operational and technical issues with Service Desk
• Develop a strong understanding of IDnow's products
• Identify upsell and cross-sell opportunities
• Collaborate with Sales to close opportunities
• Coordinate with the Renewal Manager on cycles
• Prepare customer insights for renewal cycles
• Generate structured reports on customer satisfaction
• Report on NRR and adoption KPIs for assigned accounts
• Contribute to Customer Success process improvement
• Play an active role in post-sales transformation

Berufserfahrung

Ausbildung

Sprachen

Tools & Technologien