Account Manager
Wire
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇩🇪 Germany
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Help shape and further develop our Customer Success structure to ensure a consistent and scalable customer experience.
- Build, document and optimize central Customer Success processes to increase efficiency and quality.
- Take responsibility for the entire customer journey — from defining key touchpoints to continuously improving the customer experience.
- Guide new customers through the onboarding process and ensure a smooth start with Wire.
- Act as the main point of contact for our German-speaking customers — you understand their needs and develop tailored solutions.
- Encourage active use of our platform through training, best practices and regular product updates.
- Monitor satisfaction and usage metrics to secure retention rates and drive successful contract renewals.
- Work closely with Sales, Marketing and Product to channel customer feedback into our roadmap.
- Prepare regular reports on customer satisfaction, usage and potential risks.
- Support our corporate customers with self-service and e-commerce onboarding.
Requirements
- Proven experience in a dynamic start-up or scale-up environment with a successful track record in building structures and frameworks.
- Minimum of 3 years of professional experience in Customer Success, Account Management or a comparable field — preferably in a technology or SaaS environment (DACH region, focus on corporate customers).
- Self-starter with a hands-on mentality and enjoyment of collaborating with interdisciplinary teams.
- Strong communication skills, empathy and a genuine interest in our customers' needs.
- Ability to explain technical topics clearly and solution-oriented.
- Very good organizational skills and a structured way of working.
- Analytical thinking with an eye for trends and improvement opportunities.
- Experience with secure communication solutions or SaaS products is an advantage.
- Degree in Business, Communications or a comparable field is desirable.
- Native-level German and fluent English are required; French is a plus.
Benefits
- 30 days of vacation to support your rest and a healthy work–life balance.
- Attractive compensation package including a bonus structure.
- Annual learning budget and access to high-quality educational resources.
- Modern office in the heart of Berlin with a hybrid option for maximum flexibility.
- Urban Sports Club membership to promote health and wellbeing.
- Daily breakfast, fresh fruit, snacks, soft drinks and premium coffee in the office.
- An open, diverse team that lives collaboration, trust and equality.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementOnboardingSaaSData AnalysisProcess OptimizationCustomer Journey MappingReportingCustomer Satisfaction MetricsRetention Strategies
Soft skills
CommunicationEmpathyOrganizational SkillsAnalytical ThinkingCollaborationProblem SolvingSelf-starterHands-on MentalityInterdisciplinary TeamworkCustomer Focus