Senior Customer Success Manager

Diebold Nixdorf

Senior Customer Success Manager handling service quality and stability for customer accounts in a hybrid setting. Collaborating closely with clients and internal teams to manage service processes.

Posted 6/28/2026full-timePaderborn • 🇩🇪 GermanySeniorWebsite

About the role

Key responsibilities & impact

End-to-end responsibility for the operational management of customer accounts with a focus on service quality, stability, and SLA compliance
Active management of critical customer situations and escalations (e.g., service outages, incident spikes, SLA breaches) through to sustainable resolution
Coordination and management of field service deployments, installations, and on-site service activities
Ensuring compliance with SLAs, KPIs, and contractual agreements
Conducting and facilitating service reviews and governance meetings with customers and internal stakeholders
Analyzing service performance, incidents, and problem areas, and deriving and implementing improvement measures
Close collaboration with internal teams (e.g., Service Delivery, Support, Product, Sales) and external partners
Further development of service processes and standards to optimize quality, efficiency, and cost
Support in financial management (e.g., billing, invoice disputes, out-of-scope services)
Identifying optimization and growth opportunities within the existing customer setup

Requirements

What you’ll need

Several years of experience (approx. 3–5 years) in Service Delivery, Customer Success, or similar roles
Experience in an operational service environment, e.g., Field Service, Incident Management, or SLA management
Proven ability to handle critical customer situations and escalations
Solid understanding of service processes, KPIs, and SLAs
Experience working with complex stakeholder structures
Strong communication skills and a solution-oriented approach
High resilience and the ability to set clear priorities under pressure
Very good German and English language skills

Benefits

Comp & perks

Permanent employment contract
Flexible work arrangements and predictable time off
Independent work with a high degree of responsibility and freedom to shape your role
Work in an experienced and supportive team
Opportunities for personal and professional development
Exciting tasks in an international environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Service Quality ManagementKPI AnalysisOperational Service ManagementField Service CoordinationFinancial Management

Soft Skills

Strong Communication SkillsSolution-Oriented ApproachHigh ResiliencePriority Setting Under Pressure