Customer Success Manager- DACH

Customer Success London, United Kingdom


Description

The Seismic Customer Success team owns all current customer relationships and are trusted advisors for client stakeholders. We are looking for an experienced Customer Success Manager to join our rapidly growing EMEA team based in London to own a portfolio of our DACH-based accounts in which you will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across the customer base.

 

Key Responsibilities

  • Building relationships with the most senior leaders in our clients’ businesses, across Marketing, Sales, IT, and Legal departments
  • Consulting with client stakeholders to understand their business strategies and goals as well as their objectives for using Seismic, finding ways to align the two, and ensuring Seismic delivers value against agreed success criteria
  • Coordinating internal, cross-functional teams to build deeper relationships with and deliver maximum value to clients
  • Communicating this ROI throughout the customer lifecycle to stakeholders of all levels
  • Being the trusted advisor for the customer on use-case and product functionality
  • Monitoring product adoption and usage and partnering with the client to expand these
  • Identifying, forecasting, and mitigating risks proactively
  • Leading the contract renewal process and identifying and nurturing expansion opportunities in coordination with Sales
  • Partnering with Sales and Marketing to grow Seismic’s presence and brand in the DACH region

 

Requirements

  • BA/BSc or higher
  • 7+ years of experience in a client/stakeholder management role, preferably in SaaS
  • Fluency in German and English required; + French preferred
  • Commercial savvy and an understanding of the SaaS sales and renewal processes
  • Experience working with complex, multi-divisional, multi-geographical customer accounts
  • Executive presence and excellent communication abilities
  • Ability to create structure in ambiguous situations, design effective processes, and prioritise ruthlessly
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services), preferably in a remote environment
Availability to travel in DACH region up to 50% of time