Customer Success Manager

• Build and maintain strong relationships with enterprise customers, acting as the main point of contact after the sales handover.
• Conduct detailed analyses to understand customer goals and tailor our solutions to their specific needs.
• Provide new customers with an account, help customize the platform to their data and workflows, and train end users to successfully transform their way of working.
• Identify upsell opportunities and collaborate with Sales and Product teams to drive revenue growth within existing accounts.
• Promote customer satisfaction through proactive support and problem-solving, focusing on maximizing customer value and success.
• Experiment, use AI tools, and work closely with the Customer Success and Sales teams to improve our process and help prepare our ways of working for the next level of scale.
• Develop deep knowledge of our products and stay up to date with improvements to communicate value effectively.
• Serve as a bridge for customer feedback and share insights with the product development team to drive continuous improvement.

• Act as the main day‑to‑day contact for customer administrators, providing operational and technical support
• Manage and deliver customer change requests, including configuration updates and portal changes
• Troubleshoot platform issues by investigating system setups, configurations, and data
• Support customers with queries related to platform functionality, processes, and best practice usage
• Work closely with internal teams to resolve issues efficiently and communicate progress clearly to customers
• Contribute to maintaining strong customer satisfaction through clear communication and reliable follow‑up
• Manage multiple support requests effectively in a fast‑paced SaaS environment

Customer Success Manager, German Speaking

• Lead the development of CRM marketing and omnichannel strategies aligned with broader business and commercial goals
• Own and execute automated CRM campaigns (B2B & B2C) across multiple channels
• Collaborate with local marketing teams and external partners to ensure effective campaign delivery
• Define and track marketing objectives and KPIs
• Oversee campaign performance measurement and reporting across markets
• Implement and optimize end-to-end digital customer journeys
• Drive EMEA demand generation initiatives and customer database growth
• Manage allocated budget effectively and track ROI and campaign effectiveness
• Stay up to date with the latest CRM trends, marketing technologies, and industry developments

CRM Marketing Manager

• Develop and execute local CRM and email marketing campaigns in close collaboration with local marketing teams
• Ensure effective rollout of automated campaigns across channels using Salesforce Marketing Cloud
• Support omnichannel campaign activation aligned with regional and global strategies
• Create and manage the CRM campaign calendar to ensure consistent and timely delivery
• Coordinate campaign planning across markets, ensuring alignment and efficiency
• Ensure campaigns are delivered on time, within scope, and of high quality
• Collaborate with content and cross-functional teams to define relevant content themes, topics, and formats
• Translate content strategies into engaging CRM campaigns tailored to target audiences
• Drive customer engagement through relevant and personalized communication
• Implement learnings from digital customer journeys into effective campaign execution
• Create campaigns tailored to different audience segments and lifecycle stages
• Continuously optimize messaging and targeting to improve engagement
• Execute EMEA demand generation campaigns to support commercial growth
• Contribute to customer database expansion using tactics such as gamification and lead magnets
• Work closely with the content team to maximize campaign impact
• Monitor campaign performance and KPIs across channels and markets
• Analyze data to identify trends, insights, and optimization opportunities
• Support reporting and provide actionable recommendations for improvement
• Work with dashboards and analytics tools to track effectiveness
• Manage allocated budget in collaboration with the Head of Always-On
• Ensure cost-efficient execution of campaigns and delivery of agreed initiatives
• Track ROI and campaign effectiveness
• Stay up to date on CRM marketing trends, marketing automation, and emerging technologies
• Apply best practices to continuously improve campaign effectiveness and innovation

CRM Marketing Specialist

• waarborgen van klanttevredenheid bij klanten
• aanspreekpunt voor klanten rondom onboarding, loyalty, retentie en escalaties
• begeleiden van klanten tijdens onboarding
• opzeggingen en onderzoek naar klantbehoud
• klanttevredenheid verhogen en churn voorkomen
• voeren van loyalty calls met klanten
• omgaan met escalaties van ontevreden klanten

Customer Success Representative

• Keep day-to-day operations running smoothly for Enterprise clients
• Track workflows, timelines, and deliverables
• Help onboard new clients and support their expansion using set processes
• Spot any process issues and flag them to the Customer Ops lead
• Help roll out new or improved workflows for Enterprise clients
• Write clear SOPs to keep work consistent
• Support teams as they adopt new workflows
• Work closely with Talent, Product, and CS teams to keep things on track
• Make sure CS data is accurate and up to date
• Keep dashboards clear and useful for the CS team and leadership
• Manage CS tools: updating playbooks, workflows, and automation features as needed

Senior Customer Success Manager

• Develop and execute email marketing campaigns, drip sequences, and lead nurturing strategies.
• Manage and optimize CRM workflows, segmentation, and customer lifecycle automation.
• Work with HubSpot, Marketo, Salesforce, or other CRM platforms to improve campaign performance.
• Track and analyze email open rates, CTR, conversion rates, and customer engagement metrics.
• Optimize email templates, A/B test subject lines, and improve deliverability.
• Create and maintain customer segmentation strategies for targeted campaigns.
• Collaborate with marketing, sales, and product teams to personalize customer interactions.
• Implement behavioral triggers and automation workflows to improve retention.
• Ensure compliance with GDPR, CCPA, and email marketing regulations.
• Stay up to date with CRM trends, personalization strategies, and automation best practices.

CRM Specialist

• Reach out proactively (not just when something goes wrong)
• Use data + conversations to spot opportunities and risks
• Turn feedback into smart improvements (with Product & Sales)
• Build real relationships that drive retention and growth
• Make sure clients don’t just use Temper, they grow with it

Client Success Associate

• Own Renewal Outcomes and Value Realization
• Accountable for identifying, managing, and mitigating renewal risk across the team’s customer portfolio
• Ensure customer success plans are outcome-focused, current, and aligned to customer value realization strategies
• Coach Customer Success Managers to lead value-based customer engagement and articulate clear business outcomes
• Drive adoption of new products, services, and commercial capabilities within the customer base
• Establish clear expectations for customer cadence, success planning, renewal readiness, and escalation
• Ensure consistent engagement practices that reduce variability and minimize reactive issues
• Partner with Sales Managers to align on renewal timing, messaging, and expansion opportunities
• Support strategic engagement with key stakeholders on operational risks, renewal sentiment, and executive relationships
• Leverage customer health indicators, risk signals, and portfolio insights to prioritize team effort where it matters most
• Balance proactive intervention with capacity efficiency to maximize team impact
• Provide regular inspection, feedback, and enablement aligned to commercial outcomes
• Build readiness for team members progressing into senior CSM or leadership roles
• Coach and develop Customer Success Managers to strengthen commercial capability, confidence, and customer impact
• Translate transformation intent into clear expectations, operating routines, and behavioral standards
• Role-model outcome ownership by reinforcing “what good looks like” within the operating model
• Enable change through prioritization, reinforcement of new ways of working, and resolution of ambiguity
• Plan and manage team capacity across renewal risk, customer value delivery, and growth opportunities
• Demonstrate inclusive leadership, timely feedback, and accountability for results during periods of change.

Senior Manager, Customer Success

• Act as the primary tactical point of contact for customer delivery, satisfaction, and service-related discussions.
• Translate customer needs into actionable service requirements across the chain.
• Build trusted relationships across customer operations, engineering, and management layers.
• Lead or contribute to end-to-end chain orchestration across internal teams, vendors, and SIAM-related roles.
• Ensure alignment between operational teams and customer expectations.
• Monitor service performance, identify structural issues, and drive Continuous Improvement initiatives.
• Connect industry trends and best practices to internal processes and customer environments.

• Lead a multiple functional team by setting direction based on organizational objectives, overseeing planning and successful execution.
• Build a high-performance, customer-centric culture around the core foundation values of our company.
• Define Team structure, hiring plans, and career development paths establishing clear goals and performance management frameworks with clear accountability.
• Provide input to the Global Leader for organizational planning and structure, budgets, and training.
• Own the customer lifecycle strategy, from onboarding to renewal and expansion; Develop scalable programs to drive customer adoption, retention, and growth and Identify opportunities to improve the overall customer experience.
• Be able to act as an executive sponsor for strategic customer accounts.
• Drive renewal and expansion outcomes across the customer base through close partnership with Sales on upsell and cross-sell strategies; Monitor and improve key metrics such as: Net Revenue Retention (NRR); Gross Revenue Retention (GRR); Customer Health Scores; Product Adoption.
• Bring Operational Excellence to play by Implementing scalable Customer Success processes and playbooks; Leveraging data and analytics to identify risks and opportunities; Improve forecasting for renewals and customer health and Ensure consistent use of CRM and customer success platforms.
• Help define and build an organization that excels in Customer Experience, employee programs, and operational efficiency; representing the voice of the customer within the organization.
• Build and maintain strong relationships with internal departments and external partners to ensure customers receive the highest quality support experience;

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