Customer Success Manager - Firstbird

Job description

YOUR MISSION

You will deliver consistent value for our customers across their entire customer lifecycle from onboarding right through to the go-live and beyond.

Based on your deep understanding and commitment to your customers’ needs, data and goals, you will be their voice inside our company, and make sure their feedback is heard while continuously guiding and consulting them towards success. Strong customer relationships should be the goal of your professional work, and you should want to make a positive impact by helping us maintain our high standards in terms of customer retention and churn prevention.

A proven track record in consulting, the ability to coordinate between several internal and external stakeholders, experience in account management or consulting sessions with business decision-makers, and excellent communication skills are essential for this role.


As a Customer Success Manager, you will be responsible for the following:

  • Taking full responsibility for your own customer portfolio and increasing the value Firstbird delivers to our customers’ organizations and goals by providing world-class consulting and being a reliable and strong partner to our customers.
  • Being your customers’ voice in our organization by conveying their feedback, goals, and needs so we can improve our product and services.
  • Supporting our customers in analyzing their success data and customer health score, and using this data and your expertise to suggest optimization measures determined by their individual customer goals.
  • Consulting our customers in regards to their reward and communication strategies and measures. Based on their individual needs and challenges, you will ensure optimization of user activation and other relevant KPIs by sharing best practice examples.
  • Managing internal interdependencies between various departments like sales, IT, product, support, and implementations- always using diplomacy and resistance.
  • Overcoming any challenges by showing excellent communication skills, high emotional intelligence, and solution-oriented thinking- with both external and internal stakeholders.
  • Identifying growth, renewal, and expansion opportunities.
  • Actively participating in the evolution of our customer success processes and insisting on excellence and creativity in new initiatives.
  • Contributing towards the development of a strong team environment by upholding high work standards and going the extra mile to ensure our customers’ success.

Requirements

YOUR PROFILE

  • 5+ years of relevant work experience in customer success, customer-facing consulting services, or an account management role (HR and/or SaaS experience preferred but not a must)
  • Completed (business) studies (preferably with a HR focus)
  • Proven track record in delivering great value to your customers
  • Strong interpersonal skills, diplomacy, tact, and poise when working through customer issues and escalations
  • Strong communication skills with German and business English skills (fluent in both)
  • Ability to read data and understand it coherently
  • 100% loyal and honest, eager to learn, and ideally, you also have a great sense of humour
  • You’re self-motivated and a proactive team player