Account Manager (German speaking)

Overview

As a Customer Manager , you will be the central point of contact for our German-speaking customers, ensuring they receive excellent service and comprehensive support on our platform. You understand not only technical details but also the overall situation and needs of customers. Through your industry expertise, you significantly contribute to their economic success. Your focus is on long-term customer retention and increasing customer satisfaction in the DACH region.

Responsibilities

• In-depth customer management: You grasp the entire context – not just technical details but also the business requirements of our customers. You proactively engage with them and derive targeted solutions.
• Building and maintaining customer relationships: You serve as the interface between our customers and internal teams, fostering strong, long-term relationships.
• Proactive consulting and support: Through regular business reviews, you analyze the usage of our SaaS platform and provide valuable recommendations for optimization.
• Up- and cross-selling: You identify potential for additional services or products and strategically advise customers on suitable solutions.
• Effective stakeholder management: You take a hands-on approach, questioning and thoroughly understanding matters from A to Z to find the best solutions and communicate them effectively – both internally and externally.
• Handling customer inquiries and problem-solving: You respond quickly to customer concerns, find effective solutions, and ensure timely communication.
• Deepening expertise: You acquire in-depth knowledge of our software to provide excellent consulting.
• Conflict management: Challenging conversations do not deter you – you remain objective, empathetic, and solution-oriented.
• Ensuring customer satisfaction: You monitor KPIs and implement measures for long-term customer retention.
• Providing feedback: You share insights from customer interactions with the product team to drive future improvements.

What We’re Looking For

• Several years of experience in Customer Success or Account Management, ideally in a SaaS environment.
• Deep understanding of Subscription Management and related processes.
• Excellent communication skills in German and English – both written and spoken.
• Strong interpersonal skills, particularly in dealing with decision-makers and executives.
• An analytical, solution-oriented mindset with high self-initiative.
• The ability to manage multiple customer accounts both independently and structurally.
• A hands-on mentality: You don’t just want to manage but truly understand and actively work on solutions.
• Customer focus: The best solution for the customer is always your top priority.

What We Offer

• A dynamic, growing company with plenty of room for creativity.
• An exciting role with a direct impact on customer success.
• A motivated team with an open, appreciative company culture.
• Opportunities for professional and personal development.

Recruitment Process

We have a three-step recruitment process:

During these steps, you will meet:

• One of our HR Business Partners for a prescreen visio: Kasia, Birte or Chloé (30 mins)
• Nina, Head Of Customer Management (1 hour)
• Laurence, VP Customer Success who will challenge you in a final interview (30 mins)