Beschreibung

In this role, you will lead a team of Customer Success Managers, focusing on optimizing customer journeys and driving adoption. Your day-to-day responsibilities will include mentoring the team, managing customer portfolios, and leveraging data to enhance customer value and satisfaction.

Anforderungen

• •Technical background in business informatics or relevant work experience
• •Several years of Customer Success or Client Services experience in SaaS, digital fundraising, or payment service provider environment, including 2-3 years in a leadership role
• •Knowledge of SaaS, payment technologies, APIs, and integrations
• •Familiarity with digital fundraising workflows, marketing automation, and customer engagement strategies
• •Strong leadership skills with a focus on coaching and team development
• •Independent and pragmatic approach with strategic thinking ability
• •Experience working with multiple internal and external stakeholders
• •Strong written and verbal command of English and German (C1)
• •Strong command of French or Dutch

Aufgaben

• •Lead and mentor a team of 4 Customer Success Managers
• •Drive team growth in relationship management and adoption strategies
• •Foster a proactive, customer-centric team culture
• •Conduct 1:1s, performance reviews, and coaching
• •Support CSMs in managing portfolios of emerging and free customers
• •Leverage data-driven insights to ensure value realization
• •Track account health and identify churn risks
• •Identify expansion opportunities proactively
• •Optimize onboarding and adoption processes
• •Enhance self-service resources like tutorials and webinars
• •Provide technical guidance and support escalations
• •Deliver best practices in digital fundraising and campaign strategy
• •Track team performance through KPIs
• •Analyze team portfolio using data-driven analysis

Benefits