Customer Success Manager (m/w/d) Deutsch und Englisch

Overview

UpSlide is a productivity solution provider for financial services, scaling 160+ employees across offices in New York, London, Paris (HQ), Singapore, and Berlin.

Values

• Excellence detail counts, quality deliverables.
• Trust passionate, committed, autonomy.
• Happiness at work positive, enthusiasm.

Team

Berlin office has four dynamic individuals, part of a global community of over twenty Customer Success Managers. Mission: ensure clients use the tool, stay satisfied, and renew contracts.

• Helen, Gonzalo, Vincent, you!
• Theo, future manager, mentors.

Team goals

• Business Development Reps: client prospection.
• Account Executives: contract signing, renewal.
• Consultants: tool implementation and training for smaller clients.
• Customer Success Managers: training, adoption, satisfaction, expansion.

Your responsibilities

• Build and nurture strong relationships with key stakeholders.
• Train new users to use all features effectively.
• Master product knowledge; be go‑to source.
• Establish retention goals and milestones.
• Deliver engaging training sessions.
• Maintain product understanding; proactively suggest best products.
• Lead business reviews, webinars, training courses.
• Promote energetic fan base; locate brand ambassadors.
• Work with Sales to build account plans; identify upsell opportunities.
• Lead workshops with Product team to represent client voice.

Data analysis and innovation

• Analyze usage statistics to boost usage through training, webinars.
• Collect and process customer feedback through surveys.
• Optimize processes; actively enhance customer success initiatives.
• Innovate onboarding tools: webinars, statistics dashboard, newsletter.

Your goals

• Net retention rate (NRR)
• Churn rate

Fit

• +2 years B2B customer success or related field.
• Technical aptitude.
• Strong problem‑solving, analytical skills.
• Interest in leveraging data, analytics, automation to drive ROI.
• Strong team player; manages well independently.
• Proficiency in Microsoft Office, especially PowerPoint.
• Excellent written and verbal communication skills in English and German.
• Eye for detail.

We’d love it if

• Familiar with financial and professional services.
• Power BI experience.
• Can switch contexts quickly; skilled managing multiple priorities.
• Strong project management skills.

Recruitment process

• First interview with Andrea, Talent Acquisition Specialist (45’)
• Video interview Helen, Consultant (45’)
• In‑person case study review with Theo, Country Manager Germany (60’)
• Final video interview with Aurore, Deputy CEO (30’)

What we offer

• International environment: five offices, users in 60+ countries.
• Hybrid work: 2–3 days/week.
• Work‑from‑home budget: €500.
• Training & professional development via IPH.
• Wellness package: €59/month.
• Commuter allowance: €86/month.
• Parental leave: paid parental leave for birthing/non‑birthing parent and help for parents of children under seven.
• Beautiful office: common areas, meeting rooms.
• Holidays: 30 days plus public holidays.
• Company events: office socials, international company events, sustainability actions.

More about UpSlide

• Fast‑growing market, friendly culture.
• Opportunities to acquire new skills, learn from others.

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