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Doinstruct
16d ago

Customer Success Strategy & Digital Journey Manager(m/w/x)

Berlin
Full-timeOn-siteExperienced

Description

In this role, you will take charge of the digital customer journey, ensuring a seamless experience from onboarding to renewal. You will work with a segment of SMB customers to validate and optimize processes while driving cross-functional collaboration to enhance customer success.

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Requirements

  • •Background in consulting, project or program management, RevOps, implementations, or Customer Success
  • •Thinking in operating models, trade-offs, KPIs, and prioritization
  • •Data-driven decision making using dashboards and leading indicators
  • •Strong stakeholder management skills
  • •Clear and structured communication skills
  • •Fluency in German and comfort working across the DACH region
  • •Motivation and willingness to apply

Work Experience

approx. 1 - 4 years

Tasks

  • •Design and improve the digital customer journey
  • •Oversee the SMB/Scaled segment for customer journey testing
  • •Lead kickoff calls to explain software functionality and value
  • •Create automated Digital-CS touchpoints for consistency
  • •Define health scores, triggers, segmentation, and playbooks
  • •Structure initiatives into workstreams with goals and KPIs
  • •Collaborate with Product, Support, and Sales for improvements
  • •Document standards and create templates for scaling

Languages

German – Business Fluent

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