Customer Success Manager - DACH

Job description

As a Mid-Market Customer Success Manager for the DACH market, you will manage, grow, and retain a portfolio of dynamic clients to drive product adoption, satisfaction, and Net Revenue Retention (NRR). This role demands a deep understanding of customer needs and scalable success strategies to foster a strong client community. You will proactively uncover upsell opportunities alongside Account Managers to drive revenue, while optimizing self-service resources, user groups, and events for best-practice sharing. Collaborating closely with operations, you will refine CS processes and tools for maximum efficiency. Finally, you will analyze customer data to provide actionable insights, share critical feedback with product teams, and host educational workshops to continuously improve the overall customer experience.

Your First Year Journey

First 3 Months You will focus on learning Tellent’s products, customer base, and scalable CS strategies. Through onboarding sessions, training on engagement techniques, and hands-on participation in customer interactions, you will build a strong foundation. By the end of this period, you will be comfortable using CS tools and contributing to small-scale initiatives like webinars and customer workshops. After 6 Months You will independently manage your portfolio, executing scalable initiatives to drive product adoption and customer satisfaction. You will actively lead webinars, community engagement events, and improve self-service resources. You will also collaborate with AMs on renewals and upsell opportunities while refining customer engagement processes. After 12 Months You will have a measurable impact on customer satisfaction, churn prevention, and NRR. You will be fully embedded in scalable customer success initiatives, fostering strong customer communities, and optimizing processes. With a proven track record in driving value, you will be well-positioned for growth and professional development.

What You’ll Be Doing

• Hybrid Engagement Strategy: Manage and retain a dedicated portfolio using both 1:1 consultative deep dives and scalable 1-to-many initiatives.
• Digital Customer Journey Design: Design, execute, and continuously improve the digital journey for mid-market customers, ensuring value-driven touchpoints from onboarding through renewal.
• Scaled Program Execution: Build and run digital programs using email, in-app messaging, video, and webinars to drive product adoption at scale.
• Data-Driven Proactivity: Analyze usage patterns and behavioral signals to prioritize outreach, identifying "silent" customers or those at risk before churn occurs.
• Commercial Growth: Partner with Account Managers to identify, qualify, and document expansion (upsell/cross-sell) opportunities discovered during your digital campaigns or 1:1 sessions.
• Community & Feedback: Foster a sense of community by hosting user groups and events, while relaying critical customer feedback to Product and Development teams to shape the roadmap.

What You Bring

• Strong written and verbal communication skills in German (minimum C1 level or higher) and English (minimum B2 level or higher)
• Proven experience in Customer Success, Account Management,...