Description

In this role, you will focus on enhancing customer relationships and driving platform adoption for SMB clients. Your day-to-day responsibilities will involve managing renewals, identifying growth opportunities, and collaborating with teams to improve the customer experience.

Requirements

• •University degree or equivalent work experience
• •3+ years in Customer Success, Sales, Account Management, or similar customer-facing role
• •Experience in B2B SaaS company
• •Fluency in English and German, written and spoken
• •Proven track record of managing customer renewals and driving net revenue retention
• •Sociability and curiosity to understand counterparts
• •Ability to communicate complex processes simply
• •Commitment to providing outstanding customer experiences
• •Process-driven with continuous improvement mindset
• •Good understanding of technology and data-driven decision making
• •Experience with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero)
• •Passion for the future of work and continuous learning
• •Previous experience in HR tech or People Operations software
• •Experience in high-growth SaaS startup environment

Tasks

• •Manage customer relationships to reduce churn
• •Identify expansion opportunities and execute cross-selling strategies
• •Own customer renewals and drive net revenue retention
• •Create an exceptional SaaS customer experience
• •Advise on HR best practices and promote platform adoption
• •Support customers in rolling out additional platform features
• •Monitor and improve customer success KPIs
• •Make customer success processes scalable as the company grows
• •Use customer success platforms and CRM tools to track engagement
• •Identify at-risk accounts proactively
• •Gather customer feedback and user stories for product improvement
• •Collaborate with product and engineering teams to enhance the product
• •Build lasting relationships with customers to help them succeed

Tools & Technologies

Benefits