Customer Success Partner - German Speaking

Accountabilities

• • Serve as the primary point of contact and customer advocate for an assigned portfolio, aligning customer objectives with available products, services, and solutions.
  • Build trusted relationships with key stakeholders and act as a strategic advisor by translating business goals into actionable success plans and measurable outcomes.
  • Tailor customer engagement according to account segmentation, providing high-touch strategic partnership for enterprise customers and scalable best-practice guidance for mid-tier or volume accounts.
  • Lead Quarterly Business Reviews and Executive Business Reviews, covering performance, adoption, ROI, customer priorities, and future opportunities.
  • Represent the Voice of the Customer internally by communicating feedback, escalating critical issues, and partnering with Product, Operations, and Compliance teams on improvements.
  • Proactively monitor usage, order volumes, adoption, customer health, and other relevant metrics to identify retention risks and growth opportunities.
  • Develop and execute renewal, retention, and expansion strategies in partnership with Sales to improve gross retention and net revenue retention.
  • Identify opportunities to demonstrate customer ROI and reinforce the strategic value of the partnership.
  • Detect potential downsell risks early and take proactive action to protect customer relationships and revenue.
  • Partner cross-functionally to resolve customer issues efficiently and ensure consistent, high-quality service delivery.
  • Support smooth onboarding for strategic and high-potential customers in collaboration with Implementation teams.
  • Maintain accurate customer records, success plans, account information, and risk indicators in Salesforce.
  • Share customer insights, best practices, case studies, and process improvements to strengthen team enablement and customer success practices.
  • Collaborate across international teams when managing multi-region customers to provide a consistent and unified experience.
  • Contribute feedback to the Customer Success Director to improve success playbooks, health scoring, and customer engagement strategies.

  Requirements

  • Proven experience in Customer Success, Account Management, Customer Partnership, or a comparable customer-facing role, ideally within a B2B environment.
  • Strong commercial acumen, with the ability to understand customer needs, anticipate renewal requirements, and identify opportunities for account growth.
  • Fluency in German and English, with excellent written and verbal communication skills.
  • Demonstrated ability to build strong relationships and confidently engage with senior stakeholders and decision-makers.
  • Experience developing account strategies, renewal plans, customer success plans, or expansion frameworks.
  • Strong analytical mindset, with the ability to interpret customer data such as usage, adoption, NPS, health scores, and engagement metrics and turn insights into action.
  • Experience managing subscription-based products or services is desirable.
  • Experience working with enterprise-level, strategic, or global accounts is an advantage.
  • Ability to solve complex customer problems, navigate ambiguity, and influence stakeholders across multiple functions.
  • Strong collaboration skills and the ability to work effectively with Sales, Marketing, Product, Operations, Implementation, and Customer Solutions teams.
  • Familiarity with Salesforce or comparable CRM platforms, including maintaining accurate account and customer health information.
  • A proactive, consultative, and customer-first mindset, with a strong focus on measurable outcomes.
  • Ability to work effectively in a global environment and collaborate across regions and time zones.

  Benefits

  • Full-time, permanent employment.
  • Fully remote position within Europe.
  • Opportunity to manage a diverse portfolio of B2B customers and build strategic relationships with senior stakeholders.
  • High-impact role directly influencing customer retention, satisfaction, and account growth.
  • International and cross-functional working environment.
  • Exposure to data-driven products, analytics, and business intelligence.
  • Opportunity to contribute to customer success strategy, playbooks, and process improvements.
  • Career development within a globally connected organization.
  • Inclusive workplace committed to diversity and equal opportunity.
  • Support and reasonable accommodations available throughout the recruitment and selection process.