Customer Success Manager – m/f/d
Packmatic
full-time
Posted on:
Location Type: Hybrid
Location: Berlin • Germany
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Tech Stack
About the role
- You are our customer champion: you maintain regular contact with your customers, run meetings—both remotely and during on-site visits—and act as the first point of contact for any concerns. You tailor the frequency and intensity of contact to each customer relationship.
- You are our revenue-strategy expert: you prepare monthly revenue forecasts for existing customers, proactively secure orders, and calculate margins to create competitive proposals. Order frequency varies by customer from monthly to yearly.
- You are our order-management expert: you are proficient in our ERP system (Xentral), create quotes and orders there, and keep track of the entire order process from purchase to delivery.
- You are our quality guarantor: you handle escalations—especially for delayed deliveries—manage complaints with a solution-oriented approach, and proactively develop strategies to prevent potential issues.
- You are our growth engine: you identify upsell and cross-sell opportunities, collaborate closely with internal teams, and turn customer feedback into concrete improvement suggestions to continuously boost customer satisfaction and revenue.
Requirements
- You are a customer-success strategist: you have at least 2 years of experience in Inside Sales, Customer Success, or Account Management. You know how to both close deals and build long-term customer relationships and can switch between the roles of farmer and hunter.
- You are a revenue driver: you actively generate orders and don’t only process existing ones. Your focus is on identifying and leveraging upselling and cross-selling opportunities. You think commercially and understand the consequences of customer decisions.
- You are a communication expert: you master clear and direct communication, are empathetic, and can read people well. You handle cross-functional communication and stakeholder management effectively. You speak German at native level and English at C1 level.
- You are organized: you stay calm and structured even in stressful situations. Your ability to prioritize and work efficiently makes you a valuable team member. You are the kind of person who works directly in systems like Xentral.
- You are a team player: you enjoy working in a team and being in the office several days a week, you are personable and open to different personalities. Your professional, pragmatic approach combined with a hands-on mentality makes you an asset to our company.
Benefits
- Ownership: you’ll join a highly motivated, versatile, and successful Customer Success team and have a high degree of autonomy and responsibility from day one.
- Impact: join the company early, help shape our success, and work with an exceptional team.
- Flexibility: hybrid working model with our Berlin office.
- Leadership: work in a company with an inspiring vision, led by an experienced founding team and backed by leading investors.
- Recognition and development: we believe in fair compensation and you will benefit from a clear growth and development path.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Inside SalesCustomer SuccessAccount ManagementRevenue ForecastingOrder ManagementUpsellingCross-sellingQuote CreationMargin CalculationComplaint Management
Soft skills
CommunicationEmpathyStakeholder ManagementOrganizationPrioritizationTeamworkProblem-solvingAdaptabilityCustomer Relationship BuildingCommercial Thinking