Customer Success Manager (CSM Enterprise)

Who we are

We are Dgree Education Technologies and with Censai. we provide training & development software solutions for SMEs and Enterprises.

Censai. powers educational campaign and data solution soft- and middleware that enables companies to streamline their learning infrastructure and to create a learning environment that is agnostic and future-proof.

As a young, technology-driven company, we are dedicated to the vision of making education easily accessible to everyone. On this path, we grow together with our customers and our responsibility as a team, creating a flexible, intercultural, innovative remote-first company with global impact.

On our Mission, we are looking for builders, makers and shapers with a visionary perspective to help fuel our growth.

Tasks

About the job

The Customer Success team at Censai. will be the central point of contact for our business tier customers. Our CSMs coordinate the post-sales customer lifecycle in collaboration with Solutions Architects, Sales and Support. The team manages the customer relationship, coordinates Censai's internal operations, drives product adoption and helps customers take full advantage of our ecosystem. In essence, Customer Success Managers ensure that customers derive value from our solutions and ultimately renew and grow their relationship with us.

We are looking for an experienced CSM who focuses on two major tasks. On the one hand, he is passionate about customers and the way they use training and development content and data to future-proof their people and their business. On the other hand, our CSM should build the Customer Success infrastructure and a reliable CS team.

Responsibilities

In this role, you ll:

Manage relationships with program owners (IT, engineers and developers) to drive product usage and engagement.

• Understand your customer s needs, thoughtfully helping business leaders to identify opportunities to expand our footprint and depth of engagement.
• Partner internally with Solutions Architects, Product Engineers and Developers to optimize customer implementations and resolve technical challenges.
• Partner with the Sales team to advance account renewals and expansion.
• Proactively identify account risks and develop mitigation plans (coordinating activities internally within Censai. and externally with customers) to resolve them.
• Analyze your portfolio, identify risks and opportunities and prioritize for impact.
• Understand your customer s needs, thoughtfully helping business leaders to identify opportunities to expand our footprint and depth of engagement.
• Become an expert for Censai. Solutions and integrations, while keeping up with industry trends.
• Establishing internal CS processes and a customer- and solution-oriented CS infrastructure to serve our customers in the best possible way.
• Take over a major part in building up a reliable Customer Success Team.

Requirements

You re a great fit if...

• You prioritize customer experience with a focus on customer satisfaction and retention.
• You strive to understand clients business goals, anticipate future needs and identify solutions.
• You believe profitable customer relationships are founded on respect, and that growth and expansion come from nurturing relationships.
• You get excited about the ways content and data can be used for future-proof businesses.
• You love to learn about complex technical products and understand the intricacies of how systems work.
• You stay calm in the face of technical and/or customer challenges. You corral the right people to resolve and infect others with your can-do spirit.
• You are a team player with a high level of integrity and a desire to assist your tribe - you can be flexible as this office scales.
• You have a proven capacity to develop relationships and optimize customer accounts, you understand what it means to evangelize your product.
• You have strong business acumen and admiration for analytics, APIs and SQL.
• You have an aptitude for digesting and effectively communicating technical concepts across audiences of varying technical abilities.
• You re resourceful - you might not have all the answers, but you know how to find them.

That s essential:

• 3+ years experience in consulting, account management, customer success or sales.
• Business fluent in German and English language.
• Experience in building relationships and converting rejecters into advocates.
• Experience in managing clients of varying sizes (SME and Enterprise).
• Proven track record of delivering results for your clients and your business.
• Effective communicator in stressful situations.
• Ability to navigate complex organizations to accelerate product adoption, influence collaboration and propagate growth opportunities.
• Self-motivated, empathetic to customer needs and improved customer relationships.

That s desirable:

• Experience with customer data platforms, SaaS and data technologies.
• Experience with learn management systems, data or marketing platforms.
• Passion for supporting and transforming customer experiences
• Technical knowledge and experience with programming languages is an advantage but not required

Benefits

We are a remote-first company with an open and modern working atmosphere. We value open communication and self-directed/self-organized work. We offer a reasonable salary (possibility of VSOP), flexible working hours, offsites, team events and many more amenities.