Customer Success Manager (m/f/d) – B2B Software Solutions

As a Customer Success Manager, you will be responsible for the long-term success and further development of our existing customers in the areas of Identity & Access Management (IAM), technical documentation for medical devices and management systems (QMS/ISMS).

To this end, you will accompany our customers from the conclusion of the contract and ensure that they use our solutions successfully, achieve real added value and are satisfied in the long term. You will combine customer satisfaction, user success and commercial development – also against the background of normative requirements and audit contexts in which traceable processes and stable use play a central role. A segmented customer success approach enables you to combine personal support, scalable processes and automated touchpoints efficiently and effectively.

Your aim is to expand existing customer relationships, secure renewals and systematically realize additional potential.

Your tasks & responsibilities

• Onboarding & transition from sales
  • Acquisition of new customers after contract conclusion in the IAM, TecDoc and QMS/ISMS environment
  • Structured handover from sales, including clarification of the agreed scope of services, targets and success criteria
  • Coordination of onboarding in coordination with Service Engineers and, if necessary, Solution Consulting
  • Ensuring a successful and clearly structured launch from the customer’s perspective
• Customer care & user success
  • Central contact person for existing customers in an operational and commercial context
  • Ensuring customer satisfaction and sustainable user success
  • Regular coordination with customers on usage, requirements and further development
  • Early detection of risks, uncertainties or deviations from the agreed scope of services and active management
• Customer development, cross- & upselling
  • Identification, initiation and implementation of cross-selling and upselling potential with existing customers
  • Advice on extensions, additional modules, services or scope of use
  • Independent implementation of offer and extension discussions in the existing customer context
  • Close involvement of account executives in major expansions or complex contract negotiations
  • Responsibility for renewals and the commercial expansion of existing customer relationships
  • Working towards clearly defined targets in the existing customer environment (e.g. renewals and expansion) and independently managing your customer base
• Contract, billing & services
  • Responsibility for contract processing, renewals and adjustments
  • Coordination and invoicing of services, training and services
  • Ensuring transparent, comprehensible and customer-friendly billing processes
  • Maintaining and updating customer-relevant information in the CRM
• Prioritization, scaling & automation
  • Segmentation of our customer base according to usage, contract volume and strategic relevance
  • Prioritization of support expenses according to segmentation and development potential
  • Ensuring a high level of customer satisfaction via scalable processes and automated touchpoints
  • Use of marketing and customer automation for a structured customer approach
  • Definition, further development and use of clear care models (e.g. high-touch vs. low-touch)
  • Close coordination with marketing to optimize automated customer communication

• Experience in customer success, account management or comparable customer-oriented roles in the B2B software environment
• Experience in dealing with contracts, billing and services
• Understanding of structured onboarding, support and service processes
• Experience in dealing with larger customer bases and prioritizing support efforts
• Very good knowledge of German and English

You work in a customer and solution-oriented manner with a clear view of the economic framework. You communicate in a binding manner, maintain an overview even when dealing with multiple issues and impress with your independence and high quality standards.