Customer Success Manager – Public Sector

Stellenbeschreibung:

Strategic Onboarding & Business Mapping: You guide new customers through a structured onboarding process. Instead of providing purely feature-focused training, you map the platform directly to the customer’s business processes.
Commercial Account Development & Upsell Readiness: With a strong commercial instinct, you identify business opportunities early. You prepare the ground for expansion and make customers ready for upsell by clearly demonstrating added value.
Demonstrating Value in Business Reviews: In Quarterly Business Reviews (QBRs) and customer meetings, you don’t just report usage numbers or Monthly Active Usage — you translate metrics into concrete business implications for stakeholders.
Strategic Stakeholder Management: You establish yourself as a trusted advisor for key decision-makers. You manage stakeholders deliberately and proactively steer customer expectations instead of simply escalating issues internally.
Customer Health Monitoring & Churn Prevention: You monitor core metrics in a data-driven way and initiate commercially sound actions early to minimize risks and secure long-term contracts.

Requirements

Experience in Public SaaS: At least 3 years of solid professional experience in a Customer Success or Account Management role, ideally within the public SaaS sector.
Education & Tools: Bachelor’s degree or equivalent qualification; confident use of CS/CRM tools (e.g., Zendesk, Confluence, Jira, Pipedrive) and ideally experience with visual collaboration tools.
Commercial Mindset: You are not a pure “order-taker” who only executes tasks. You understand the relationship between product adoption and revenue growth.
Flexibility & Hands‑on Mentality: We are evolving dynamically. You enjoy the hands‑on reality of a growing company, bring a high degree of flexibility, and proactively tackle tasks independently.
Strong Business Communication: You can navigate complex organizational setups, confidently facilitate interactive business workshops, and negotiate fluently in German and English at the executive level.

Core Competencies

Demonstrates expertise in Customer Success and Account Management within the Public SaaS sector, focusing on strategic onboarding, stakeholder management, and data-driven customer health monitoring. Proficient in business communication and capable of facilitating workshops and negotiations in both German and English.