Customer Success Manager

• Oversee and drive the success of the client.
• Support and provide oversight for the customer or partner making sure they are able to deliver against the strategic priorities set by executives.
• Drive the adoption of the platform across their teams and help showcase the benefits and measurable value the solution brings.
• Review progress of the customer / partner team against the agreed plan and roadmap.
• Identify friction points and blockers, and help the customer / partner team work through them.
• Work with the product team on identified platform issues to drive resolution.
• Understand the client's pain points and demonstrate the value the platform delivers against their business objectives.
• Act as the client's main point of contact for adoption and value realization.
• Identify growth and upsell opportunities within the client's organization and partner with the Sales team to pursue them.

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push.
• Own first-purchase activation across the first 7 days.
• Differentiate renewal sequences by plan tier (1 / 3 / 6 month).
• Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason.
• Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics.
• Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure.
• Recover revenue from a base that is currently dormant due to deliverability issues.
• Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel.
• Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative).
• Recover and maintain email domain reputation.
• Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC).
• Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades).
• Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible.

CRM, CVM, Lifecycle, Retention Marketing Lead

• Build, lead, and scale a high-performing EMEA Customer Success team of Customer Success Engineers and Specialists to improve customer coverage, execution quality, and regional impact.
• Design and execute customer journey strategies that increase adoption, accelerate time-to-value, improve customer satisfaction, strengthen retention, and drive revenue growth.
• Orchestrate cross-functional execution with Sales, Product Management, Customer Support, and Renewals to remove friction, improve predictability, and deliver a seamless customer experience.
• Establish, govern, and act on clear KPIs across customer health, team health, and business impact to identify risk, measure progress, and improve decision-making.
• Deploy automation and AI-driven tools to streamline onboarding, strengthen execution, improve support milestones, and scale a more proactive customer success motion.
• Recruit, mentor, and develop customer value-obsessed talent, building a culture of excellence, accountability, continuous learning, and measurable performance.

Director, Customer Success, EMEA

• Act as the primary point of contact for customer inquiries and issues.
• Work closely with the support team to successfully complete all products deployment.
• Build and maintain strong relationships with key stakeholders and decision-makers by having regularly check in calls/meetings to understand their needs and satisfaction levels.
• Work closely with the support team to resolve customer issues promptly and escalate complex technical issues to the appropriate internal teams.
• Advocate for customer needs within the company to influence product development and improvements.
• Track and report on key customer success metrics, such as customer health scores, renewal rates, and customer satisfaction.
• Maintain deep knowledge of the product’s features, capabilities, and updates.
• Monitor customer usage patterns and proactively address underutilization.
• Provide recommendations and best practices to help customers maximize the value of the product.
• Manage the renewal process, ensuring timely renewals and addressing any potential roadblocks/churn risk by implementing retention strategies.
• Collaborate with the sales team to support expansion opportunities and identifying opportunities for upselling and cross-selling additional products or services.
• Develop and execute customized success plans tailored to each customer’s goals and needs.

Senior Customer Success Manager, German

• Drive product adoption and customer outcomes through 1:1 and 1:many channels including video calls, email engagement, and webinars.
• Support a range of digital touch points, aiming to bring customers to value in all stages of the customer lifecycle.
• Proactively engage customers to mitigate risk, promote renewal, and uncover expansion opportunities.
• Own timely escalation of customer and internal queries, understanding when to escalate vs when to problem solve/deep dive.
• Conduct effective and engaging customer calls and webinars.
• Manage and prioritize a high volume of daily tasks.
• Collaborate cross-functionally with Renewals, Sales, Product, and CS teams.
• Monitor customer health indicators to identify engagement opportunities and risk signals.

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