Sr. Customer Success Manager

Overview

In this role you help customers adopt, optimize, and realize maximum value from our SaaS platform. You manage a defined book of business, guide onboarding, and maintain proactive engagement to achieve outcomes across the lifecycle. You will work with cross-functional teams to drive product utilization and customer ROI in a hybrid, global environment. This is a chance to shape customer success processes and contribute to a design- and software-driven company.

Pay / Benefits

• hybrid work arrangements
• medical insurance
• competitive compensation with bonus program and uncapped commission
• pension scheme
• professional onboarding and targeted sales training
• development opportunities across the organization

Responsibilities

• Own a defined book of business and build trust-based relationships with key users and stakeholders
• Lead onboarding and platform configuration for enterprise accounts with ~90-day onboarding
• Facilitate live onboarding sessions, training calls, and workflow walkthroughs for early adoption
• Use automation tools and standardized playbooks to streamline onboarding, communications, and progress tracking
• Advocate for customers by collecting feedback, analyzing usage, and sharing insights with Product and Support
• Identify at-risk accounts, perform root-cause analysis, and partner with internal teams to mitigate issues
• Prepare for renewals and support expansion conversations
• Collaborate with Sales to influence renewal and expansion outcomes

Key requirements

• 5+ years in Customer Success, onboarding, support, or operations in a SaaS environment
• Proven ability to manage customer relationships and drive adoption in a metrics-driven role
• Strong written and verbal communication skills for presentations or training
• Proficiency with CRM systems, automation tools, and ideally customer success platforms
• Excellent organizational and time-management skills with the ability to manage multiple accounts
• Strong problem-solving abilities and ability to troubleshoot complex scenarios
• Ability to follow and improve standardized processes with a customer-first mindset

• customer-centric mindset
• clear and effective communication
• problem-solving
• CRM systems
• automation tools
• customer success platforms

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