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Senior Customer Success Manager (m/f/d)

FACT-Finder has been on the market for more than 20 years, during which time it has become one of the top names in European eCommerce. We are the market leader in our branch. More than 1,800 online stores in 127 countries work with our search and navigation solution, including 40 of the German Top 100 companies.

As Senior Customer Success Manager for FACT-Finder, you will be taking on responsibility from day one. You will have a lot of creative freedom within a few basic guidelines, which require a high level of professionalism and discipline.

Your Tasks:

  • Own and develop a portfolio of approx. 10 - 15 Strategic customers
  • Be accountable for retention, adoption and expansion
  • Deliver and communicate FACT-Finder value for our customers, throughout the entire customer lifecycle
  • Be responsible to define success plans, support change and help your customers achieve their desired outcomes by adoption of the FACT-Finder Suite
  • Actively engage with stakeholders at all levels of the organization (including C-Level), through different dedicated touchpoints
  • Develop a deep understanding of customer needs, use cases, and objectives in order to ensure that the FACT-Finder Suite is properly leveraged to achieve your customers goals
  • Team up with our internal Consulting teams or external FACT-Finder Partners to support the expansion of the FACT-Finder footprint at that account
  • Own key activities in the customer lifecycle, such as Adoption Workshops, QBRs (Quarterly Business Reviews) and support implementations, driven by our internal Consulting teams or external partners
  • Own the renewal forecast for your Book of Business and actively monitor and report on the overall well-being of customers, tracking key health and usage indicators
  • Oversee all aspects of implementation or transformation project including project prioritization, day-to-day operations, escalations, resourcing, deliverables, budget and costs
  • Serve as a point of escalation for key customer issues and ensure swift resolution, aligning effectively with internal and external stakeholders
  • Actively drive customer advocacy through case studies and references

Your Profile:

  • Several years of demonstrable experience managing enterprise SaaS Marketing- or eCommerce Technology accounts
  • Strong business acumen and deep understanding of SaaS Marketing- or eCommerce Technology
  • Ability to navigate large global organizations and have the power of persuasion through data, facts, confidence and relevant business networks
  • Know how to successfully work with internal resources to design, pitch and sell expansion opportunities
  • Experience utilizing Salesforce on a daily basis to manage activity, leads, follow-up and pipeline
  • Possess a natural and consultative approach when engaging with senior executives
  • Track record of overachieving your goals
  • Overall strong communication skills and fluent in German and in English
  • Swedish language skills are preferred, but not mandatory

Your Application:

Have we got your interest?
Then send us your complete application documents with the earliest possible starting date and your salary requirements by e-mail (as PDF) to:

Anna Breithaupt:

Job Location: Berlin (Kottbusser Damm 79), Munich or Pforzheim / Home-Office possible

Start Date: Immediately