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Senior Customer Resolution Manager

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full-time

Posted on:

Location Type: Hybrid

Location: Munich • Germany

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Job Level

Senior

Tech Stack

Go

About the role

  • Escalation Ownership & Resolution: You manage and resolve complex customer escalations, turning dissatisfied customers into advocates by addressing their concerns with empathy, urgency, and ownership. You act as point of contact during critical incidents for strategic customers.
  • Customer Advocacy: You act as the voice of the customer internally, ensuring their feedback shapes product improvements and service delivery across teams. You also drive closure of cases that lose momentum, including those with unresolved product limitations.
  • Executive Escalation Management: You take over cases from our Exec team from a variety of platforms and ensure white glove resolution support
  • Process Improvement: You identify patterns in escalations and drive continuous improvement initiatives to prevent recurring issues and enhance the customer experience.
  • Cross-Functional Collaboration: You partner with and influence Professional Services, Support, Operations, Go to Market, and Product & Engineering teams to resolve critical issues, implement long-term solutions, and drive accountability for resolution timelines.
  • Reporting & Insights: You track, analyze, and report on escalation and DSAT trends and metrics, identifying points of friction and providing actionable insights to leadership to inform strategic decisions.
  • Customer Risk Management: You maintain visibility of potential at risk or highly dissatisfied customers, partner with Account Management and Customer Success Management teams to drive recovery plans, and ensure structured follow-ups post-resolution.
  • Coaching & Enablement: You mentor and support leaders of teams handling escalations, identifying themes and coaching opportunities, sharing best practices and building capability across the CX organization.
  • Team Support: You serve as onsite POC to help provide guidance and operational alignment for Berlin-based Support team members as needed

Requirements

  • Experience: You have 5+ years of experience in customer-facing roles within a SaaS or B2B environment, with at least 2 years managing complex escalations or leading customer success initiatives.
  • Problem-Solving: You excel at de-escalating challenging situations and finding creative solutions to complex problems under pressure, always maintaining composure and empathy.
  • Customer-Centric Mindset: You're deeply committed to customer satisfaction and have a track record of turning difficult situations into positive outcomes that strengthen customer relationships.
  • Data-Driven Decision Making: You use data and insights to identify trends, measure success, and inform strategic decisions that improve processes and prevent future escalations.
  • Communication Skills: You communicate clearly and effectively with stakeholders at all levels, from individual contributors to C-suite executives, adapting your style to different audiences and situations.
  • Cross-Functional Collaboration: You have experience working across multiple teams and functions, building strong relationships and driving alignment to achieve shared goals.
  • Ownership & Accountability: You take full ownership of complex issues from start to finish, demonstrating resilience, accountability, and a solution-oriented approach even in ambiguous situations.
  • You are fluent in German and English.
Benefits
  • Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
  • Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
  • Make an impact on the environment and society with 1 (fully paid) Impact Day
  • Receive generous family leave, child support, mental health support, and sabbatical opportunities
  • We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch
Applicant Tracking System Keywords

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

Hard Skills & Tools
SaaSB2Bdata analysisescalation managementcustomer success initiativesprocess improvementreportingmetrics trackingproblem-solvingcustomer risk management
Soft Skills
empathycommunicationownershipaccountabilitycollaborationcoachingproblem-solvingcustomer-centric mindsetresilienceadaptability