LumApps

Customer Success Manager

LumApps

full-time

Posted on:

Location Type: Remote

Location: Poland

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About the role

  • Be the voice of your customers.
  • Manage a large portfolio of accounts post implementation, focusing on growing adoption, ensuring retention, expansion and satisfaction.
  • Leverage our data on customers in your portfolio to determine which customers to prioritize and proactively reach out to address their issues.
  • Partner with customers to understand their strategic goals, priorities, and desired business outcomes.
  • Work with them to build and execute on a success plan and key performance indicators.
  • Provide coaching and best practices to improve the adoption of Beekeeper and expand usage into new use cases
  • Interact and engage with customers on all levels (incl. VPs and Directors) and different personas (Comms, HR, IT, Operations, Frontline)
  • Work closely with your Account Manager counterpart to develop a joint success plan for your customers and identify expansion opportunities within your customer portfolio.
  • Drive accountability for deliverables internally and among customer teams to create a sense of ownership and get things done.
  • Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations to address your customers’ needs.
  • Contribute continuously to the overall improvement of internal processes

Requirements

  • Outstanding written and verbal communication and in-person presentation skills
  • Native / Bilingual proficiency in written and spoken German is a must.
  • A learning mindset: you’re curious, adaptable and always strive to improve
  • Solution oriented mindset, highly-organized, and possessing a structured approach to resolving complex issues
  • Your obsessed with driving customer outcomes and think frontline first
  • Taking initiative and having a hands-on mentality
  • Positive and constructive attitude, passionate about customer success and energized by helping others
  • Strong relationship-building skills, consulting skills and technical curiosity
  • Ability to manage a customer portfolio and effectively prioritize your time based on customer needs, business goals and opportunities
  • Ability to handle difficult customer situations and set expectations
  • Bonus points : B2B experience working in Customer Success, Consulting, Project Management or Account Management in a SaaS context
  • Experience in change- and project management
  • Experience with discovery and questioning techniques
  • Technical understanding of SaaS landscape
  • Basic technical understanding of integrations / APIs
  • Experience in conducting in-person or online workshops
Benefits
  • Hybrid work model – 2/3 days at the office
  • 26 days of annual leave
  • Private medical insurance — covered for you and partially for your partner/family
  • Afterworks, team celebrations & seasonal parties
  • Equipment
  • Creative allowance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaSproject managementchange managementcustomer successconsultingaccount managementdiscovery techniquesquestioning techniquestechnical understanding of integrationsAPIs
Soft Skills
communication skillspresentation skillsrelationship-building skillsconsulting skillsproblem-solvinginitiativehands-on mentalitypositive attitudecustomer obsessionadaptability