Customer Success Manager (French or German Speaker)

Overview

Role Title: Customer Success Manager

• 1 x German Speaker
• 1 x French Speaker
   

Must-have: Fluent in English and French or German, with strong technical and business communication skills in those languages.

Within the Customer Success team, the focus is on delivering exceptional experiences and accelerating value for our customers through three core pillars: Partnership, Adoption, and Value Realisation.

Our client’s Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional strategic enterprise accounts by building strong, long-term partnerships with a focus on product adoption.

They lead customers through digital transformation by advising on strategy and collaborating with multiple internal teams and customer departments, while accelerating value for customers by understanding their business goals and objectives, designing success plans, and establishing governance frameworks.

As a CSM at our client, you are a leader in customer success, driving results throughout the product lifecycle.

What You’ll Do

• Lead customers through digital transformation with a clear view of objectives and key performance indicators.
• Maximise value realisation and return on investment from the solutions and services purchased from our client.
• Increase solution adoption and usage through product onboarding and value mapping.
• Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the UK.
• Develop account strategy plans and success plans to drive loyalty, advocacy, and minimise customer attrition.
• Track account performance, lead resolution of critical issues, and ensure timely closure with clear execution plans.
• Build and grow relationships for the client’s strategic portfolio of multi-solution, multi-brand customers at senior levels, becoming a trusted partner.
• Create a strong post-sales strategy for your portfolio to ensure customers maximise the value of their investment.
• Collaborate closely with Sales, Marketing, and Solution Consulting teams.
• Demonstrate leadership by driving retention and growth initiatives that deliver value, ensuring scalability, innovation, and customer success.

Skills & Experience

• Extensive experience in post-sales account management within technology. Candidates with pre-sales, marketing/creative agency, or consulting backgrounds will also be considered.
• Strong experience in solutions and knowledge of the competitive landscape.
• Proven track record managing large, global, sophisticated, and strategic accounts at a senior level, building trusted advisor relationships with C-Level stakeholders.
• Demonstrated success in driving customer retention initiatives, achieving high retention rates, and delivering customer satisfaction.
• Excellent communication skills (written and verbal).
• High-level critical issue management skills.
• Strong problem-solving ability to anticipate and address complex challenges.
• Effective presentation skills for diverse audiences, including executives.
• Ability to quickly learn new software, demonstrate product knowledge, and convey information effectively to customers.
• Tenacious, personable, and results-oriented.

Education & Languages

• Bachelor’s or Master’s degree.
• Fluent in English and French or German, with strong technical and business communication skills in those languages.

*This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. Thank you for taking the time to apply.