Principal Customer Success Manager
Cloudflare
CloudDNS
Customer Success Manager
CONROO
full-time
Posted on:
Location Type: Hybrid
Location: Munich • 🇩🇪 Germany
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Go
About the role
- As a Customer Success Manager, you will act as a mini-CEO for one of the products in our portfolio.
- You will play a crucial role in establishing and maintaining our product's market leadership, driving product expansion, and improving operational efficiency.
- Build and maintain strong relationships with customers, serving as their primary point of contact within the company.
- Engage with customers to understand their business goals, challenges, and product usage, and turn their feedback into actionable insights that drive targeted solutions, optimize their experience, and ensure long-term success.
- Continuously monitor customer health scores and proactively reach out to address potential concerns before they escalate.
- Analyze feedback, monitor market trends, and conduct competitive analysis and market research to identify opportunities for product improvements and process optimizations.
- Together with the Product Owner, define a clear product vision and strategy that aligns with company goals and ensures our offerings meet current customer needs while anticipating future market shifts.
- Assess potential new markets, customer segments, and product features that can drive expansion and increase our market presence.
- Coordinate cross-functional initiatives with engineering, sales & marketing, and other teams to ensure product launches (Go-lives) are executed efficiently, enabling us to capture new opportunities quickly and effectively.
- Analyze existing product workflows and implement improvements to enhance product efficiency and reduce time-to-market.
- Monitor cost structures closely to identify opportunities for savings without compromising product quality.
- Streamline customer support processes, using feedback and data to improve response times and overall customer satisfaction.
Requirements
- Minimum of 3 years' proven experience in customer success, account management, or similar roles within a B2B environment.
- Native-level Spanish proficiency is required; fluent English is necessary for effective communication.
- Client-facing experience engaging stakeholders at all levels, from technical teams to executive leadership.
- Strong interest in software development is essential; candidates should be technically comfortable learning new tools. Basic coding experience is a plus.
- Demonstrated ability to understand complex processes and technical requirements and to design tailored solutions that meet client needs and drive mutual success.
- Excellent time management, prioritization, and multitasking skills.
- Customer-centric mindset with the ability to anticipate and prioritise customer needs, committed to delivering solutions that enhance satisfaction and improve the overall customer experience.
- Ability to create compelling presentations that effectively communicate implementation strategies to diverse audiences.
- Prior experience in startups, consulting, or other fast-paced environments—particularly in logistics, business development, project management, or finance—is a plus.
- Commitment to continuously raising standards by improving quality and efficiency in all aspects of work.
- Independent, hands-on approach with a continuous-learning mindset and a desire to grow with the team.
- Strong sense of ownership and accountability, taking initiative to complete tasks and proactively address challenges.
Benefits
- Gain invaluable insights into building a logistics tech startup and enjoy the freedom to take ownership of your work in an autonomous environment that supports your growth.
- We foster a culture of openness, transparency, and trust, where everyone's ideas and opinions are valued and respected.
- All team members are welcomed and appreciated for who they are.
- Vibrant workspaces located in the heart of Munich, Hamburg, Nuremberg, and Duisburg designed to keep you motivated and inspired.
- 30 days of workation to enable team members to work in locations and at times that suit their individual needs and schedules.
- Quarterly team events and an annual off-site to build team spirit and strengthen team bonds.
- Complimentary beverages and premium coffee prepared by our community barista.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementB2B experiencebasic codingmarket researchcompetitive analysisproduct strategyprocess optimizationdata analysisproduct workflows
Soft skills
time managementprioritizationmultitaskingcustomer-centric mindsetpresentation skillsownershipaccountabilityinitiativecommunicationrelationship building
