Enterprise Customer Experience Manager - DACH

In this Enterprise CXM role, you serve as the trusted advisor for Keepit's largest customers, aligning services with business goals and technical needs. You lead onboarding to a defined first-value milestone and then owner the account health, stakeholder depth, and business-case validation as adoption expands. You’ll leverage AI-assisted insights to surface risks and expansion signals, guiding decisions and ensuring measurable value. This position blends strategic relationship management with cross-functional collaboration to drive retention and growth for enterprise clients.

• Own onboarding and first-value delivery for enterprise accounts in project mode, coordinating with solution engineers
• Be the primary contact for top enterprise customers and help them achieve their goals
• Advocate for broader platform adoption across additional SaaS applications
• Develop tailored success plans using health data and AI insights to anticipate needs
• Measure success via adoption, value realization, and ROI, linking product usage to business results
• Lead account intelligence (stakeholder depth, sentiment, health) and trigger renewal/expansion actions
• Assist with issue resolution by providing business/context when needed and coordinating with Support
• Capture enterprise product requirements and communicate them to Product
• Lead quarterly business reviews, product updates, and customer events to maintain engagement
• Provide on-site support and travel regionally as required
• Represent Keepit at conferences and events to strengthen relationships

• Proven experience in customer success, account management, or technical consulting with enterprise SaaS customers
• Strong technical background and ability to translate requirements into solutions
• Excellent communication with executives and technical teams
• Outcome-driven, comfortable with data and AI-assisted tools for prioritization and value realization
• Collaborative, able to work with Account Management, Support, solution engineering, and product teams
• Willingness to travel regionally for customer meetings and events

• strong relationship building
• strategic thinking
• proactive problem solving
• ability to translate customer requirements into actionable solutions
• experience with AI-assisted customer intelligence tools
• data-driven decision making