Customer Success Manager • Senior

Who you are

You have a proven track record in customer success management, particularly with corporate clients ranging from 500 to 5,000 employees. Your experience has equipped you with the skills to foster strong relationships and drive customer satisfaction. You understand the importance of aligning customer goals with product value, and you excel in developing structured success plans that lead to measurable outcomes. You are adept at using analytics to track adoption and usage, ensuring that clients derive maximum value from the solutions provided.

You are a strategic thinker who can act as a thought partner to account executives during the sales cycle and post-sale strategy. Your collaborative nature allows you to work effectively with cross-functional teams, including Product, Support, and Marketing, to champion customer feedback and continuously improve onboarding processes. You are comfortable leading Proof of Concepts for larger clients, demonstrating your ability to navigate complex corporate environments.

Desirable

Experience in the DACH region is a plus, as is familiarity with digital transformation initiatives in traditional industries. You are passionate about technology and its potential to empower teams, and you thrive in environments that embrace diversity and inclusion.

What you'll do

In this role, you will own a portfolio of corporate and large customers, guiding them through the entire customer lifecycle from onboarding to renewal and expansion. You will act as the primary value owner for your accounts, ensuring clear outcomes and strong adoption rates. Your focus will be on driving long-term retention and net revenue retention through strategic conversations and measurable success metrics.

You will develop structured, outcome-driven success plans that align customer goals with our product’s value proposition. By leveraging usage analytics, you will drive adoption and facilitate expansion conversations that enhance customer satisfaction. You will also collaborate closely with account executives to ensure that customer feedback is integrated into product development cycles, thereby improving onboarding and lifecycle playbooks for large customers.

Your role will involve building executive and operational relationships with mid-sized and enterprise accounts across the DACH region. You will lead occasional Proof of Concepts for larger or more complex corporate customers, working closely with sales to enhance deal quality and long-term success. Your ability to champion customer feedback into product loops will be critical in continuously improving our offerings and ensuring that we meet the evolving needs of our clients.

What we offer

At doinstruct, we are committed to creating a diverse and inclusive workplace where everyone feels welcome. We offer competitive compensation and opportunities for professional growth within a dynamic team environment. You will have the chance to make a significant impact on our customers' success and contribute to our mission of empowering organizations through innovative technology solutions. Join us in shaping the future of customer success in the DACH region and beyond.