Customer Experience Manager

Responsibilities

• Responsible for the operational success of your accounts – from technical implementation through ongoing onboarding to user enablement
• Central point of contact for your customers and their service providers across the DACH region: support, product solution advisory, and continuous assurance of service quality
• Coordinate complex issues across internal teams and identify automation opportunities for continuous process improvement
• Manage and develop a portfolio of mid-market customers, including initiating up-/cross-selling, conducting regular business reviews, and monitoring satisfaction and retention

Requirements

• Completed degree (e.g., Business Administration) or commercial/vocational training
• Initial professional experience in customer-facing roles within a B2B SaaS, technology, or service environment
• Structured, independent working style and strong data affinity
• Confident demeanor and excellent communication – you understand customers' pain and gain and present appropriate solutions
• Results-oriented and highly self-motivated, even under time pressure
• Willingness to identify and pursue up-/cross-selling opportunities; commercial mindset with a focus on customer lifetime value
• Business-fluent German and English

Core Competencies

Demonstrates expertise in managing customer accounts within a B2B SaaS environment, focusing on operational success, user enablement, and continuous process improvement. Proficient in identifying up-/cross-selling opportunities while maintaining strong communication and customer satisfaction.