Customer Alliance

Customer Success Manager (f/m/d) - French speaker

Full time
Customer Alliance

We're looking for:

Our mission is to be the most trusted satisfaction management platform in the world. As a Customer Success Team, our goal is to deliver our promises and ensures that our customers maximize the value through our products and services.You will be working with an assigned customer portfolio of Enterprise and Strategic accounts and be their trusted advisor in everything related to customer satisfaction management.

You will be developing Enterprise & Strategic accounts, educating about new functionalities and best practices in advisory sessions, and helping clients achieve maximum ROI through business reviews.

You will build customer loyalty and growth while you are consistently growing your portfolio revenue.

Your Responsibilities:

  • Guide and coach Enterprise and Strategic Customers with proactive customer success processes
  • Onboard. You set up your customers for success through world class value-driven onboarding processAdopt. You educate your customers about new solutions in 1:1 training and webinar sessions
  • Engage. You provide relevant customer satisfaction management expertise to customers to achieve their goals
  • Review. You analyze business results and recommend best practices to all relevant (executive) stakeholders to drive ROI
  • Grow and Retain. You translate product features into customer values and business results through building expansion and retention opportunities
  • Refer. Drive customer references and case studies while nurturing loyalty.

What you need to be successful:

1. Culture fit

  • Learning agility - you love learning new tools, strategies and deliver success to our customers and you enjoy sharing your knowledge with others 
  • Active listening: the ability to understand customer needs, goals and requirements and see how Customer Alliance can add value in various ways
  • Proactivity, being self-driven and an excellent team player, someone fun to work with

2. Skillset

  • Ownership of the relationship post sales and develop the customer satisfaction expertise of the customer
  • Accountability for your book of business and customer ROI
  • Passion for building strategic relationships on the executive level and providing advisory about customer satisfaction management
  • Outstanding executive presence and stakeholder management
  • Excellent written and verbal communication skills in French and German, additional languages are a plus

3. Experience fit

  • Min. 3-5 years relevant experience retaining and developing Enterprise Strategic Accounts: with ownership of 1M+ book of business
  • B2B experience is a must - SaaS experience is a huge plus
  • Experience with project management is a must
  • A proven track record of measurably impacting customers’ results through leveraging technology
  • Good understanding and interest in the customer satisfaction management ecosystem
  • Excellent written and verbal communication skills in English & French, additional languages are a plus

What We Offer:

  • Working in one of the leading SaaS company in Germany
  • Hybrid model with a flexible working setup so that you take advantage of our lively Berlin office from two to three days per week
  • Team offsite budget of 300€ per person twice a year
  • FitX membership
  • 26 days vacation days earning 1 additional vacation day each year of employment up to 30 days
  • After 2 years of employment Master Card with 50€ credit per month
  • Great cooperation with different partners for employee discounts
  • Yearly education budget of 1.000€ for job-related training (after 6 months of employment)

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