Customer Success Manager

• Own the post-sale customer relationship from onboarding through to renewal and growth — acting as the primary point of contact for your portfolio of accounts
• Spend the majority of your working week on the road, visiting customers at their sites to support adoption, resolve issues, and strengthen partnerships
• Guide customers through product set-up and help them get the most from their Instagrid systems, reducing reliance on combustion generators
• Monitor customer health metrics and act early to address risks, prevent churn, and keep satisfaction high
• Identify and progress upselling and cross-selling opportunities in close collaboration with the sales team
• Conduct regular business reviews with key accounts, demonstrating value and aligning on shared goals
• Gather customer feedback and relay actionable insights to the Product and Engineering teams
• Coordinate with internal teams to resolve customer issues quickly and effectively
• Keep CRM records accurate and up to date at all times

• B2C-Kommunikation erstellen, die Aktivierung, Engagement und langfristigen Kundenwert fördert
• Verantwortung für die Kundenreise über verschiedene Kanäle (E-Mail, Push, In-App, WhatsApp, SMS, soziale Medien und Direktmailings)
• Entwicklung von starken Willkommens- und Onboarding-Journeys
• Kreative Kommunikation mit Interessenten und Kunden
• Erstellung intelligenter und personalisierter Kundenreisen
• Effiziente Direktmarketingkommunikation über alle relevanten Kanäle

Customer Engagement and Value Manager

• Onboarding new enterprise customers to our SaaS solution and leading the setup and integration projects
• Acting as a primary point of contact for customer support, handling helpdesk requests, troubleshooting issues, and ensuring timely, high-quality resolutions
• Supporting customers in getting the most value out of our software, combining reactive helpdesk support with ongoing guidance and best practices
• Building strong customer relationships, starting with a successful onboarding, continuing throughout the customer journey using our product
• Collaborating closely with colleagues in our Sales, Product and Engineering teams to deliver on time, in quality and within budget
• Revising our onboarding material and integration process
• Gathering customer feedback and identifying customer needs for the continuous improvement of our product
• Supporting business development with industry partners (e.g., SAP, bpc, Theben)
• Being adaptable to evolving sales strategies and incorporating feedback for continuous improvement

Customer Success Hero – Climate Tech

• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
• Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
• Understand the customer journey and be able to guide them on future adoption
• Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
• Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Remain knowledgeable and up-to-date on GitLab releases
• Provide immediate onboarding activities
• Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
• Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant
• Support GitLab Services in identifying and recommending training opportunities

Customer Success Manager jobs in Austria

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Customer Success Manager

Customer Engagement and Value Manager

Customer Success Hero – Climate Tech

Customer Success Architect