Customer Success Manager

About us Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW’s app-based platform provides a secure, brand-compliant solution – for dealers to build trust, transparency and long-lasting relationships. CitNOW Group was formed in 2021 to unite a portfolio of global software companies leveraging innovation to aid retailers and manufacturers in delivering an outstanding customer experience. We have over 300 employees worldwide who all contribute to our vision to provide market-leading automotive solutions to drive efficiencies, seamlessly transforming every customer moment. The group today is made up of 12 leading technology companies; CitNOW, Dealerweb, Quik, Reef, RTC, Tootle, Web1on1, AutoSLM, Auto Imaging, dealerdesk, Vehicle Vision and Feasa. Our span is global with a presence in 74 countries, over 10,000 dealer installations and 44 OEM partners. The CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group’s award winning, collaborative and inclusive culture. About the role: We’re looking for a Customer Success Manager to join our growing team in Germany. In this role, you’ll build and nurture long-term, trusted relationships with customers across the DACHP region, ensuring they gain maximum value from our solutions. Your focus will be on driving adoption and retention, identifying opportunities for growth across the CitNOW Group portfolio, and acting as a strategic partner to help customers achieve their goals. This is a remote role in Germany, involving adhoc travel to our office in Hamburg and occasional visits to customer sites. Key responsibilities include: Work alongside the Sales and Onboarding teams to successfully and seamlessly onboard new client accounts immediately prior to and post contract signing, supporting the full transition to Customer SuccessBuild, maintain and develop exceptional customer relationships with existing customers, focussing on driving engagement across a defined territory through a partnership approach Identify growth and upsell opportunities across the CitNOW Group portfolioCollaborate with the wider DACHP team to share knowledge and continue the development of best practices Establish & develop multi-level contacts and networks within allocated accounts and brands as part of the account review processMonitor customer health and take corrective action when a decline in engagement is identifiedDrive the education of product releases for our customers through review meetings, ensuring that new feature requests for customers are considered internally when building future product roadmapsWork closely with the Customer Support team to ensure customers are receiving a high level of customer satisfaction through first class support at 1st and 2nd line levelEnsure all contact activity, business information and details are kept current within SalesforceOwn the customers subscriptions to ensure they are configured to achieve the group’s goals and usage is as desiredHelp define and optimise internal processes by identifying gaps and solutions proposal We are looking for: Fluent in German with excellent written and spoken English Experience in a Customer Success Manager position in a Technology/SaaS business is highly desirableExcellent analytical and problem-solving abilities, with the ability to work in a fast-paced environmentStrong relationship-building skills with the ability to manage multiple stakeholders Commercial mindset with experience identifying upsell and cross-sell opportunities In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing. We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us. The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone’s individuality is valued. View our candidate privacy policy here - https://www.citnow.com/app/uploads/2022/10/CitNOW-Group-Candidate-Privacy-Policy.pdf